Product Support Engineer

Job Description Summary

Technical professional responsible for driving user acceptance testing of new releases, managing engineering escalations, and drafting technical documentation.

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 MedTech 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. 

Overview:

The Product Support Engineer (PSE) is a skilled technical professional with extensive experience supporting proprietary product lines, including Max, Pass, and SynMed. Our new PSE will have a consistent track record in managing sophisticated engineering issues from Field Service & Support (FS&S), ensuring timely resolution and continuous improvement. The PSE will be adept at bridging the gap between engineering, product development, and frontline support teams through effective communication, documentation, and process optimization.

Key Responsibilities:

• Engineering Escalation Management:
  Lead the assessment, triage, and resolution of high-priority technical issues from FS&S. Work together with engineering, QA, and product teams to identify root causes and implement corrective actions.

• New Product Development (NPD) Support:
  Actively participate in user acceptance testing (UAT) for new product releases. Provide critical feedback to development teams to ensure product readiness and alignment with customer needs.

• Technical Documentation & Job Aids:
  Develop and maintain comprehensive user documentation, including troubleshooting guides, job aids, and knowledge base articles. Ensure materials are clear, accurate, and accessible to internal stakeholders.

• Data Analysis & Reporting:
  Apply tools such as Power BI, Qualtrics, and Azure DevOps to generate in-depth reports, track escalation trends, and provide actionable insights to leadership and engineering teams.

• Root Cause Analysis (RCA):
  Apply structured RCA methodologies to investigate recurring issues, identify systemic problems, and drive long-term solutions that enhance product reliability and customer satisfaction.

Minimum Qualifications:

• Bachelor's degree or equivalent experience in electromechanical engineering or computer sciences.

• 4 years experience in a troubleshooting or mechanical/software engineering role.

• Strong Microsoft suite proficiency.

• Proficiency in Azure DevOps, Qualtrics and Power BI.

• Experience applying analytical and problem-solving skills with RCA tools and methodologies (e.g., 5 Whys, Fishbone Diagram).

• Experience applying excellent written and verbal communication skills to articulate project updates and statuses efficiently and clearly.

• Demonstrated ability to work multi-functionally in a fast-paced environment.

Preferred Qualifications:

• Deep technical expertise with proprietary product portfolio (Max, Pass, SynMed, etc.) or equivalent experience with software and electromechanical engineering.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.  

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.  

To learn more about BD visit https://bd.com/careers 

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally-protected characteristics.

Required Skills

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Primary Work Location

USA NC - Durham - Roche Drive

Additional Locations

Work Shift