IT Solutions Engineer

About the Role

Help make Tandem work reliably in the IT environments where clinicians use it. As our IT Solutions Engineer, you’ll combine hands-on technical investigation with customer ownership, working directly with hospital and clinic IT teams and the engineers who build our product.

Your remit spans Tandem’s products: app deployment, virtual desktops, browsers, integrations, sign-in and audio setups. When something goes wrong, the cause can sit anywhere between our product, a device and the customer’s IT environment. You’ll bring the right people together, find the cause and stay with the issue until the fix works for the customer. You’ll be the one clear technical owner for customer IT teams from first report to resolution, while the relevant engineering team owns the product fix and you provide the evidence and verify the outcome.

You do need strong enterprise IT fundamentals, a methodical approach and the ability to lead an investigation across systems and teams.

You’ll work closely with Product, Medical Operations and Customer Success across our markets. Beyond resolving individual issues, you’ll turn what you learn into better diagnostics, setup guidance and product improvements that prevent repeat problems and help Medical Operations and Customer Success solve more on their own.

• Lead complex post-sales technical investigations with customer IT teams and partners, keeping ownership of communication and next steps through resolution.

• Troubleshoot across Windows clients, app deployment, virtual desktops, browser and network policies, integrations, sign-in and audio devices, involving specialists where needed.

• Use logs, environment checks and test setups to isolate causes and give the relevant engineering team actionable reproductions of product issues, not open-ended escalations.

• Coordinate fixes across teams, track progress and verify that they work in the customer’s environment.

• Support go-live readiness by reviewing customer environments with Enablement, Medical Operations and Customer Success and flagging technical risks early.

• Turn recurring issues into troubleshooting guides, scripts, diagnostics and product improvements so they stop coming back and colleagues can solve more problems independently.

What You Bring

• Hands-on experience in a customer-facing technical role, such as post-sales solutions engineering, technical support engineering or IT infrastructure, ideally in B2B SaaS or healthcare IT.

• Hands-on Citrix experience, including policies, virtual channels and device redirection; experience with IGEL, VMware Horizon, Azure Virtual Desktop or Windows 365 is also valuable.

• Strong Windows and enterprise IT fundamentals, including software deployment, devices and drivers, group policies and Remote Desktop, plus working knowledge of browsers and networking.

• A methodical approach to unfamiliar problems: form a hypothesis, test it, read the logs and document what you find.

• Basic scripting, for example PowerShell or Python, to check environments, automate tests or analyse logs.

• Clear communication with IT administrators, clinicians and engineers, and the ability to coordinate an investigation across teams without losing ownership.

• Patience and persistence with problems that take more than one call to solve.

• Working proficiency in English.
  

Bonus Points

• Experience with EHR systems, healthcare IT or integrations between clinical systems.

• Experience with audio: microphones, dictation hardware such as Philips SpeechMike, conference systems or room acoustics.

• Knowledge of browser and network setups, such as extension policies, microphone permissions, proxies and firewalls.

• Experience with macOS, iOS or Android in managed environments.

• Experience with enterprise sign-in, such as Microsoft Entra ID and SSO.

• Experience building with agentic engineering.

• Additional European languages, for example German, French.

Benefits

• Competitive salary & company stock options

• 30 days/year of paid vacation

• 5,000 SEK wellness allowance (friskvårdsbidrag) plus an additional 6,000 SEK yearly to spend on other health related initiatives

• Generous Parental leave top-up for new parents

• Private Medical Insurance to stay healthy

• Mental health support through our partner Mindler

• Pension program

• Social and team-building activities (off-sites, after works, winter/summer parties)

• An opportunity to make a real positive impact in the world of healthcare

• Work with some of the best minds in AI, healthcare, and engineering.

We review our benefits packages on a regular basis and might modify our benefits from time to time.