Product Support Engineer

United States of America, Arizona, Tucson

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Supports on-market products by performing Level 2 troubleshooting and requests for support from Regional Support Centers, Country Organizations (Affiliates), and external customers and if necessary escalate to level 3 support. Participates in and leads design reviews and provides feedback to design team for supporting and defining service strategies and requirements on product development projects. Creates and updates documentation, trains internal personnel (affiliates/regions) and collaborates with product/ software development teams. Applies knowledge of engineering/IT principles, installation and repair procedures, system and hardware design, and troubleshooting principles and practices. Estimated 25% travel (domestic / international).

  • Follows established Global Customer Support (GCS) Quality System procedures as well as Business Area Quality System procedures in the execution of work.
  • Provides on market support by responding to requests for second level support independently with occasional guidance from senior member of team.
  • As a support engineer in the software/ IT area, supports IT specialists, implementation managers, workflow consultants and solutions architects. Provides on-call support on a rotational basis.
  • Applies diverse knowledge and experience of hardware repair, troubleshooting and servicing principles, and practices.
  • In the software/ IT area, applies diversified experience of IT troubleshooting, software troubleshooting and service principles for the implementation and support of Roche products.
  • Participates in and sometimes leads design teams to support established service needs within the design change; reviews and approves design content; assists in creation of deliverables (notifications, spare parts) for design team.
  • Creates/ revises curriculum for technical training sessions and independently delivers training to small groups (focus is on train the trainer, internal 2nd level participants). Applies lean six sigma or other process management tools.
  • Supports service requirements on development projects and creates/updates service documentation for internal/external training prior to Launch Decision and throughout the products lifecycle..


  • Bachelor's Degree in electronics, engineering, computer science, BA degree, or similar technical degree

  • Minimum 1 year Technical Support Experience (Customer facing role incorporating experience with troubleshooting and training methodologies)

  • For the software/ IT support functional area, the experience would pertain to implementation, installation, troubleshooting, and configuration of software and IT solutions such as Windows Server 2008 and Windows Server 2012. Virtualization platforms.

Relocation benefits are available for this job posting.

Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

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Job Level:

Individual contributor