Customer Success Engineer - Digital Health & AI Solutions (APAC)

About the role

Roche is hiring a Customer Success Engineer for its Digital Health & AI Solutions (APAC) team, based in the APAC headquarters in Singapore. The hybrid role combines pre-sales technical consulting, infrastructure design, project management and hands-on customer onboarding and training. It is product-agnostic: you will quickly master new solutions and apply your healthcare IT, integration and customer-success expertise across multiple products.

Key responsibilities

• Partner with commercial teams to evaluate hospital IT environments, design technical architecture blueprints (cloud, hybrid or on-premises) and lead proof-of-concept validation for AI algorithms.
• Onboard new customer sites by working with product management, external integration partners, the internal software engineering group and the customer's clinical and technical teams.
• Deliver product technical training for APAC countries and develop technical reference documents and enablement tools.
• Work with Global Product Lifecycle, Marketing, Service Delivery and Engineering teams during development, launch and implementation, and give feedback to refine products and processes.
• Filing bugs, monitoring system metrics, acting as an escalation point and collaborating with engineering on infrastructure and integration issues.
• Manage technical project plans, milestones, risks and dependencies across multiple implementations, and report to the project steering committee.
• Handle construction administration tasks such as RFIs, RFPs and change orders.
• Build expertise in emerging AI technologies, wearable IoT devices, local healthcare workflows, enterprise infrastructure trends and APAC data privacy regulations.
• Occasional travel (up to 40%) to APAC customers or Roche sites.

Required profile

• Diploma or Bachelor's degree in Healthcare Science, Biomedical Engineering, Health Informatics, Computer Science, Cybersecurity or a related field.
• 4+ years of experience in a customer-facing technical role; fresh graduates and diploma holders are welcome, and prior internship or entry-level experience in healthcare IT, AI, AWS cloud, solutions engineering or systems design is a plus.
• Open to working with engineers and stakeholders internally and externally, and comfortable handling escalations and difficult messages.
• Willingness to travel regionally across APAC for site surveys, workshops and deployments.

Required skills

• Basic understanding of network topology, server architecture and cloud platforms (Alicloud, AWS, Azure, GCP, Naver Cloud), and foundational cybersecurity (encryption, IAM, firewalls).
• Healthcare interoperability standards (HL7, FHIR, DICOM) and experience integrating with LIS/EMR.
• Windows and Linux (UNIX) configuration, batch scripts, networking and scheduling.
• Programming in at least one language such as Python, Java, JavaScript, XML, JSON or API scripting.
• Knowledge of AI server architecture and its impact on deploying AI models in hospitals.
• Excellent English writing and communication; additional Asian languages are a plus.