SDS Product Support Specialist Software US or Canada Remote

Siemens Healthineers

8d•Remote

About The Position

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions. The Product Support Specialist for Oncology Software & IT Solutions delivers expert incident and escalation management, orchestrates major incident responses, and ensures seamless release readiness. This role combines deep technical expertise with cross-functional collaboration to troubleshoot complex healthcare IT environments, drive knowledge sharing, and support continuous learning initiatives.

Requirements

Formal training/education in Information Technology (IT) or related fields. Bachelor’s degree preferred
Extensive experience troubleshooting complex client/server software and networks.
Experience supporting Varian Oncology Software (ARIA, Eclipse, Ethos) in a Hospital/Healthcare IT environment strongly desired
Experience supporting physical and virtual IT Infrastructure (Hyper-converged Infrastructure, Citrix, ESXi, VMware, Parallels, etc.) Extensive experience troubleshooting and administering Microsoft Windows Server, Linux & MS SQL Server (inc. TSQL)
IT Certifications strongly desired (Citrix, VMware, Microsoft, CCNP, Azure, Kubernetes, etc.)
Emotional & Social Intelligence with the ability to interact effectively with co-workers across all levels of the company
Applies a strong culture of continuous learning and personal development.
Excellent verbal, written, and interpersonal communication skills
Familiarity with ITSM (IT Service Management) tools (ex. Service Now, Salesforce) and methodologies (ex. ITIL)
Familiarity with Quality Frameworks (ex. Lean Six Sigma)

Responsibilities

Providing expert level Incident & Escalation Management support to field personnel remotely and onsite (as needed)
Efficiently orchestrating Major Incident Management situations
Participating in Release Management processes to become familiar with products/updates prior to release
Collaborating with cross-functional teams to recognize, analyze, and troubleshoot Field Service Trends
Continuously develop the depth (specialist) as well as the breadth (generalist) of technical superiority
Support Knowledge Management program with a commitment to “never solving the same problem twice”
Conducting formal and ad hoc training sessions for field personnel
Contributing to global TiX (Technical Information Exchange) forums to proliferate information to Field.
Participating in the emergency phone support and weekend standby rotation
Authoring Knowledge Base Articles, Technical Bulletins, Training presentations, etc. as required.