Senior Product Support Engineer; MedES

Position: Senior Product Support Engineer (MedES)
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Job Description Summary #

Job Description We are
** the makers of possible
** BD is one of the largest global medical technology companies in the world. Advancing the world of health is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of Med Tech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a
** maker of possible
** with us.

As a
** Senior Product Support Engineer
** for Pyxis specialty products, you will serve as a key escalation point for complex technical issues while driving greater efficiency through enhanced knowledge sharing across the Customer Support Center. You will be responsible for performing root cause analysis on highly complex product issues, representing the Customer Support Center in product core team meetings as the voice of the customer, and staying up to date on information related to upcoming and new product releases, cause analysis on highly complex product issues, representing the Technical Support Center in product core team meetings as the voice of the customer, and staying up to date on information related to upcoming and new product releases.
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* Job responsibilities:

*** Serve as the Tier 3 escalation expert, leading the diagnosis and resolution of highly complex technical issues across current and legacy products.
* Conduct detailed failure investigations, support root cause analysis, and perform risk assessments to identify and prevent recurring issues, cause analysis, and perform risk assessments to identify and prevent recurring issues.
* Apply advanced troubleshooting techniques, including interpreting failure messages, analyzing complex data, diagnosing virtual environments, and using specialized software utilities.
* Collaborate effectively with engineering, testing, customer service, and cross functional teams to gather information and ensure timely, accurate resolution of escalated cases, and with functional teams to gather information and ensure timely, accurate resolution of escalated cases.
* Provide technical guidance and mentorship to Customer Support Specialists and act as a Subject Matter Expert for assigned products and versions.
* Recommend effective solutions, set customer expectations, and communicate progress with accuracy and responsiveness.
* Communicate complex technical concepts clearly to both technical and non-technical audiences to ensure full understanding of issues and resolutions. ‑technical audiences to ensure full understanding of issues and resolutions.
* Represent the GCS Customer Support Center as the voice of the customer during product core team meetings and remain informed about upcoming releases.
* Draft, review, and publish knowledge management articles to promote knowledge sharing across teams.
* Build strong working relationships with stakeholders while demonstrating ownership, persistence, professionalism, and a customer focused mindset. ‑focused mindset.
* Lead and facilitate Product Support Engineering scrum meetings to drive continuous improvement initiatives.
* Exercise sound judgment within defined practices and policies when selecting methods and techniques to resolve issues.
* Perform additional duties as assigned by management.
** Education and Experience required:
*** Bachelor’s degree from an accredited university in a technical discipline with 10+ years of professional experience, including at least 8 years in a Technical Support position.
* 8+ years of experience in database support and/or administration.
* 8+ years of hands-on experience with Microsoft SQL Server tools and technologies, and Microsoft SQL Server tools and technologies.
** Knowledge and

Skills required:

*** Fluent in English (read, write, speak).
* Advanced knowledge of Microsoft SQL Server 2008 and newer administration and SQL Server Reporting Services
* Advanced…