Product Support Specialist

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Job Description:

We are seeking an Applications Deployment Support Engineer for our global customer installed base. Ensure reliable deployments and ongoing support of Ember definitions and related applications across diverse infrastructures—on‑prem/physical, cloud (Azure), virtualized (VMware/Hyper‑V), and containerized (Kubernetes/Docker)—while driving quality, compliance, and stakeholder enablement.

Key Responsibilities:

• High level of understanding for the installed base configuration data structures to enable support and creation of data products to support evolving business needs.
• Become an SME.
• Ensure system availability and performance SLA are achieved.
• Collaborate with cross-functional teams to identify and resolve software issues. - Monitor and analyze system performance to identify areas for improvement. - Investigate and troubleshoot application and system errors
• Strong understanding of IT service management principles and best practices. - Knowledge of incident management, problem management, and change management processes
• Excellent analytical and problem-solving skills.
• Effective communication and interpersonal skills.
• Provide technical support to end-users and assist in resolving their queries. - Document and maintain accurate records of software issues and resolutions
• Continuous Improvement: Foster a culture of continuous improvement by gathering feedback from end-users, tracking product performance, and working with the team to iterate on features and processes.
• Ensure operation supports delivers on SLA for support and change requests
• Monitor performance metrics and work with operations teams to proactively address uptime, security, and scalability issues.
• Lead efforts to resolve defects by coordinating with engineering and support teams.
• Serve as the escalation point for issues related to functionality.

What You’ll Do:

Documentation, Training & Knowledge Management

• Develop and maintain software instruction manuals and related technical documentation.
• Create and deliver training materials, demos, and presentations for each release cycle.
• Provide knowledge transfer to enable team self‑sufficiency in validation activities.
• Support testing documentation and maintain release‑level changelogs.

Testing, Validation & Quality Assurance

• Conduct comprehensive testing of user stories, bugs, definition updates, and release revisions.
• Lead final validation cycles across varied testing permutations for revision releases.
• Participate in product onboarding, ensuring smooth testing and validation processes.
• Manage and maintain testing environments, resolving environmental or configuration issues.

Issue Management & Troubleshooting

• Address, track, and update Assistance Requests in assigned queues.
• Investigate reported issues to differentiate deployment vs. product-related problems.
• Create and manage support tickets and defects, engaging engineering teams as needed.
• Participate in defect review meetings, providing technical insights and recommendations.

Product & Release Management Support

• Collaborate with developers and testers to gather, refine, and clarify field feedback.
• Contribute to the deployment tools roadmap by sharing insights and process improvement ideas.
• Attend product team meetings to represent revision-release perspectives in definition design.
• Maintain detailed configuration and definition change logs for each release.

Agile Work Management

• Create and maintain user stories, bugs, and detailed requirement definitions based on field inputs.
• Participate in daily stand-ups, sprint planning, and deployment-focused Agile ceremonies.
• Support testing of work items to ensure alignment with acceptance criteria and release readiness.

Cross‑Functional Collaboration & Communication

• Host and facilitate calls with field engineers across global regions.
• Communicate delivery timelines and updates through calls, emails, and Teams.
• Work closely with product management to remain aligned on deployment updates and release sync.
• Support field teams, engineering, and consumers of the deployment tools through regular collaboration.

What We’re Looking For:

• 3-5 years’ proven experience in a customer-facing support role.

• Experienced in at least one programming language, preferably have knowledge about non-relational databases.
• Excellent communication skills, with a focus on customer engagement and stakeholder management.
• Experience with Azure is beneficial.
• Ability to analyze metrics, identify areas for improvement, and drive performance initiatives.

Why You’ll Love Working Here:

• Flexible work environment (hybrid or in-office).
• Opportunities for professional growth and development.
• Supportive and inclusive team culture where innovation is encouraged.
• Competitive salary and comprehensive benefits package.

Who we are: We are a team of more than 72,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.

How we work: When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

To find out more about Healthineers’ specific businesses, please visit our company page here.

As an equal opportunity employer, we welcome applications from individuals with disabilities.

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