Product Support Specialist – Database Specialist

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

Key Responsibilities

• Provide expert‑level Incident and Escalation Management support to field personnel, both remotely and onsite as required.
• Lead and coordinate Major Incident Management activities to ensure rapid service restoration and clear communication.
• Participate in New Product Introduction (NPI), gaining early familiarity with product changes and updates prior to release.
• Collaborate with cross‑functional teams (Engineering, Field Service, PdM, PLCS) to identify, analyze, and troubleshoot recurring field service trends.
• Act as a technical specialist/owner, while continuously expanding generalist knowledge across software, databases, infrastructure, and networking domains.
• Support the Knowledge Management program, with a strong focus on “never solving the same problem twice.”
• Develop and deliver formal and ad‑hoc training sessions for field and support personnel.
• Contribute actively to global Technical Information Exchange (TiX) forums to share knowledge and best practices across regions.
• Participate in phone support as required by the business.
• Ensure all activities follow established quality processes, contributing to continuous service improvement.

Qualifications & Experience

• Formal education Master’s/bachelor’s in information technology (IT) or a related field.
• Extensive hands‑on experience troubleshooting complex client/server software and networked environments.
• Strong experience supporting databases and infrastructure, including Microsoft SQL Server (T‑SQL), Windows Server, Linux and Kubernetes.
• Experience supporting physical and virtual IT infrastructure, such as hyper‑converged platforms, Citrix, VMware, Parallels, or similar technologies.
• Familiarity with cloud and modern platforms (e.g., Azure, Kubernetes) is an advantage.
• Strong collaboration skills, with the ability to work effectively across all levels of the organization.
• Demonstrates a continuous learning mindset and commitment to professional development.
• Excellent verbal, written, and interpersonal communication skills.

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

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