Senior Solutions Engineer (x/f/m) - Milan
About this role
Your mission
The Technical Services team is at the heart of the Doctolib ecosystem. Our mission is to improve user experience by optimizing the connection between customers and Engineering teams. We're looking for a Senior Solutions Engineer to join our Milan team to tackle the most complex technical challenges in our medical centers management software (Vettore) and to help grow the team and share knowledge.
Your responsibilities include, but are not limited to:
Manage and resolve the most complex technical escalations from customer-facing teams, with cross-stack root cause analysis (database, backend, frontend, integrations)
Identify common patterns: distinguish isolated cases from systematic patterns and propose structural fixes, not just quick mitigations
Coordinate cross-team working groups (PM, Engineering, Product, Customer Care, Sales) to deliver cross-team solutions
Provide technical and methodological mentoring to junior team members, supporting their growth
Experiment and introduce new troubleshooting approaches—particularly integrating agentic AI tools as multipliers of individual and team capabilities
Oversee connector API launches and interoperability topics on the Doctolib side (including data imports)
Transform field knowledge into documentation and process, making it a team asset
Meet with product teams, transforming customer feedback into product improvements and new developments
Requirements
- Before you read on, if the profile described doesn't perfectly match your current professional background but you believe this description aligns with your capabilities and needs, we encourage you to continue reading!
- You could be our next teammate if you:
- Have 5+ years of experience in Technical Support, Solution Engineering, Software Engineering, Quality Assurance, or hybrid tech-customer roles in SaaS environments
- Have solid computer science fundamentals, advanced SQL, Python, and an observability mindset (ability to read logs, traces, and metrics)
- Can use agentic AI tools (e.g., Claude Code, MCP, and similar) as a daily tool to augment personal and team capabilities
- Have a customer-centric approach and the ability to prioritize activities based on impact, communicating effectively with both technical and non-technical audiences
- Be fluent in Italian (spoken and written), with good spoken and written English
- Now it would be fantastic if you:
- Have a Software Engineering background or STEM education
- Have experience with .NET / C# stack and MariaDB / MySQL databases
- Are familiar with healthcare interoperability topics (HL7, FHIR, clinical import formats)
- Have mentored junior team members and/or coordinated cross-functional working groups
- Are familiar with Agile methodologies and bug life-cycle in enterprise contexts
- Have worked in regulated sectors (e.g., healthcare, fintech, public administration)