Product Support Specialist, Enterprise Informatics

Product Support Specialist, Enterprise Informatics

Join a collaborative, high-impact technical support team responsible for resolving complex product issues, driving product quality, and enabling faster customer resolution through expert knowledge and escalation handling.

Your Role

• Deliver expert-level technical support to internal teams and B2B customers by identifying root causes and coordinating resolutions through cross-functional collaboration.
• Act as a key escalation point, managing issues from initial assessment through resolution and root cause analysis, ensuring corrective actions are implemented to prevent recurrence.
• Partner with Market Technical Support Specialists (TSS) and Field Service Engineers (FSEs) to share knowledge and drive faster customer issue resolution through training and support.
• Contribute to the successful deployment of New Product Introductions (NPIs), including Field Factory Installations, first of a Kind implementation, and Field Monitoring Activities.
• Own and maintain knowledge management processes by authoring, reviewing, and archiving knowledge articles using Knowledge-Centered Service (KCS) methodology.

You're The Right Fit If

• You’ve acquired 3+ years of experience in technical support or field service, ideally in a business-to-business (B2B) health technology environment, individual contributor role.
• Provided technical support and troubleshooting for medical technology systems, ensuring minimal downtime and optimal performance; experience with PACS, DICOM, Structured Reporting (SR), medical measurements, EMR systems, and HL7 integration is a strong asset.
• Your skills include root cause analysis, escalation handling, knowledge article management, and experience working with cross-functional teams (R&D, marketing, clinical applications).
• You have a Bachelor’s degree in engineering, life sciences, or a related technical field.
• You’re an effective communicator with strong problem-solving abilities, capable of working independently or in teams, and willing to travel on-site when needed.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

Key skills/competency

• Technical Support
• Enterprise Informatics
• B2B Health Technology
• PACS
• DICOM
• HL7 Integration
• Root Cause Analysis
• Knowledge Management
• Cross-functional Collaboration
• Customer Resolution