Senior MES Implementation & Support Engineer

Be part of the Next Industrial Revolution - Behind every SaaS Product is a Team

In Vimachem, we’re using technology to empower the people who manufacture medicines for our world. Since 2015, we have been developing the industry’s only AI-enabled MES platform purpose-built for Life Sciences - combining MES, IIoT, and Pharma 4.0 capabilities into a single, modern system that helps pharmaceutical and biotech manufacturers scale faster, operate with greater flexibility, and deliver high-quality, life‑saving medications.

Today, we are going through one of the most exciting periods in our company's history. We are growing rapidly globally and expanding our EU‑based MES team, looking for an ambitious and experienced engineer ready to contribute and innovate, taking our customer experience services to the next level.

Our culture is fast‑paced, entrepreneurial, and rewarding. We've been recognized as a "Great Place to Work" for multiple consecutive years by fostering an inclusive and mission‑driven culture. If you are passionate about cutting‑edge software and global MES engagements, the future is bright for you at Vimachem, and we want to hear from you!

This position is a fully remote position for EU‑based candidates, with up to 15% travel for on‑site customer visits.

As a Senior MES Implementation & Support Engineer
, you will play a key role in supporting and deploying Vimachem’s cutting‑edge Pharma MES modules across global pharmaceutical and biopharmaceutical manufacturing environments.

In this role, you will be responsible for ensuring exceptional customer experiences and assisting with continuous improvements to our support and implementation processes where applicable. Your work will significantly impact customer satisfaction and loyalty, directly influencing Vimachem’s global market reputation and success.

• Act as the frontline technical contact for customers, providing timely, accurate, and complete responses to support inquiries.
• Troubleshoot and resolve complex application issues using logs, diagnostics, database queries, and system analysis.
• Educate customers on platform functionality, usage, and best practices, building strong and trusted relationships.
• Work side by side with customers to support and implement the Vimachem Pharma 4.0 E  module
  , from configuration through go‑live and hypercare.
• Support user testing activities, troubleshooting issues and ensuring expected results are delivered in production environments.
• Analyze and document customer manufacturing and IT processes to ensure optimal system alignment and compliance readiness.
• Assist with the configuration of system settings, workflows, business rules, roles, and interfaces to meet customer requirements.
• Investigate and diagnose system behavior using logs, database queries, and integration traces.
• Support API/web‑service–based integrations with ERP, equipment systems, historians, or other enterprise platforms.
• Collaborate closely with Professional Services, Product, Engineering, and Customer Success teams to continuously improve the platform, support processes, and implementation approach.
• Contribute to internal and customer‑facing documentation, FAQs, troubleshooting guides, and implementation assets.
• Support the pre‑Sales and Sales teams by delivering technical product demonstrations, participating in solution discussions, and contributing to the technical validation of customer requirements.
• Help create a proactive support environment by anticipating customer needs and identifying potential issues before they arise.
• Act as an internal advocate for innovation by exploring and applying AI‑powered tools to improve efficiency, scalability, and customer experience across Support services.

• Bachelor’s degree (or equivalent experience) in Information Technology, Computer Science, Software Engineering, or a related field.
• Minimum 5 years of experience supporting and/or implementing enterprise software systems.
• Strong analytical and problem‑solving skills with the ability to troubleshoot…