Product Support Engineer (f/m/d) Software (Proton Therapy)

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Location: Remote (Europe) – Must reside within close proximity of a Varian ProBeam or ProBeam 360 customer site
Travel: Up to 30%

Position Overview

The Product Support Engineer – Software provides technical support for the installation, deployment, maintenance, and lifecycle support of Proton Therapy software systems. This role collaborates with Global Field Operations, R&D, and RA/QA teams to help ensure system reliability, resolve technical issues, and support continuous improvement initiatives across the installed base.

Role Scope & Impact

• Supports software installations, upgrades, and deployment activities across Proton Therapy systems.
• Investigates and resolves customer-reported software issues in collaboration with Field Service, Product Support Engineering, and development teams.
• Contributes to the resolution of complex technical issues through structured troubleshooting and analysis.
• Provides field feedback to support product quality, reliability, and continuous improvement efforts.
• Operates independently on assigned responsibilities while escalating complex or safety-critical issues as appropriate.
• Builds technical expertise across Proton Therapy software systems, networking, and supporting infrastructure.

Key Responsibilities

Installation & Deployment

• Support installation and upgrade of Proton Therapy software systems at customer sites both on-site and remotely.
• Participate in global deployment activities in coordination with field and engineering teams.
• Execute software rollout and system integration activities in accordance with established procedures and best practices.
• Assist with validation, testing, and post-deployment support activities as required.

Technical Support & Escalation Management

• Serve as a technical resource for customer issues and software-related troubleshooting activities.
• Partner with Field Service and Product Support Engineering teams to investigate and resolve technical cases.
• Perform troubleshooting across software, networking, and system infrastructure components.
• Document findings, corrective actions, and lessons learned to support knowledge sharing and continuous improvement.
• Escalate complex, high-risk, or safety-critical issues to senior engineering resources as appropriate.

Product Lifecycle & Continuous Improvement

• Support new product introductions and software releases through collaboration with field and development teams.
• Capture and communicate field feedback to help identify product improvement opportunities.
• Support change control, defect management, and complaint investigation activities.
• Identify and report software, reliability, maintainability, and serviceability concerns.
• Contribute to continuous improvement initiatives that enhance service efficiency and customer experience.

Training & Documentation

• Support the design of technical training material and deliver technical training as required
• Develop and maintain service documentation, technical instructions, and support materials

Qualifications and Requirements

Required Qualifications

• Direct hands-on experience supporting ProBeam or ProBeam 360 as a Field Service Engineer or Product Support Engineer for 2+ years
• Strong troubleshooting skills across software, networking, and IT infrastructure.
• Experience supporting medical device systems in a customer-facing environment.
• Demonstrated ability to manage multiple technical issues and prioritize effectively.
• Strong communication and collaboration skills across cross-functional teams.
• Fluent in English (written and verbal).

Preferred Qualifications

• Bachelor’s degree in Engineering, Computer Science, or a related field
• Experience with software development, scripting, or automation tools
• Familiarity with system monitoring, data analysis, or reliability engineering practices
• Experience supporting global deployments or multi-site system environments

Work Environment & Requirements

• Requires flexibility to support customer schedules, including nights, weekends, and extended hours as needed
• Travel up to 30% as part of the role
• Must meet customer site access, credentialing, and safety requirements as applicable
• Work may involve exposure to clinical and technical environments, including radiation areas, electrical systems, and other safety-sensitive conditions

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.

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