Senior Global Support Engineer, Digital Pathology

Danaher Corporation; Newcastle upon Tyne; On-site; GBP 70,000 - 90,000; Full time

Job summary

Leica Biosystems, a Danaher operating company, seeks a Senior Global Support Engineer in Newcastle upon Tyne to deliver advanced third-level technical support for Digital Pathology products. You will own escalation handling, coordinate with R&D and Quality, and contribute to DBS improvements.

The role emphasizes global communication, documentation, and cross-functional teamwork with occasional travel. Onsite in Newcastle, with opportunities to influence product and service quality across the

Qualifications

• Bachelor's degree in engineering or scientific discipline, or equivalent relevant experience.
• Minimum five years of experience in technical support, field service, hardware or software engineering, or related technical field.
• Strong understanding of IT infrastructure, networking, and software configuration.
• Excellent written and verbal communication skills, with the ability to explain complex technical topics to diverse global audiences.
• Flexibility to start early or work late, including occasional weekends.

Responsibilities

• Resolve complex BU escalation cases and provide timely technical guidance as SME for assigned Digital Pathology products.
• Own service and support readiness for CR and NPD projects, delivering high-quality work on time.
• Partner with R&D, Quality, Product Management, and Support Units to translate escalation findings into documented defects, feature requests, and improvements.
• Develop and continuously improve support processes, Standard Work, and technical documentation; participate in DBS activities such as Kaizens and structured problem solving.
• Occasional domestic and international travel (<10%) for customer support, project work, training, or DBS events.

Skills

Technical support

Field service

Networking

IT infrastructure

Communication skills

Problem solving

Independent work

Travel flexibility

Education

Bachelor's degree in engineering/science

Tools

Windows Server

Linux

SQL

Command line

Job description

The Senior Global Support Engineer, Digital Pathology, for Leica Biosystems is a key individual contributor within the Global Support team, providing advanced third-level technical support, product expertise, and service and support readiness. The role resolves complex Business Unit (BU) escalations, communicates technical guidance to the field, and supports Change Request (CR) and New Product Development (NPD) projects. Product focus includes the Aperio GT Platform, Aperio FL, CytoVision/CytoInsight, and other assigned Digital Pathology hardware and software products. This position reports to the Director, Global Support & Training, and is part of the Digital Pathology Business Unit based onsite in Newcastle upon Tyne, United Kingdom. In this role, you will have the opportunity to:

• Resolve complex and high-priority BU escalation cases from SU Service & Support teams, providing timely technical guidance and clear field communications as a subject matter expert for assigned Digital Pathology products.
• Own service and support readiness for CR and NPD projects, delivering high-quality work on time and validating service procedures in representative environments.
• Partner with R&D, Quality, Product Management, and Support Units to translate escalation findings into documented defects, feature requests, Technical Service Bulletins (TSBs), and product or service improvements.
• Develop and continuously improve support processes, Standard Work, and technical documentation; participate in Danaher Business System (DBS) activities, including Kaizens and structured problem solving, to improve field readiness and product quality.
  Bachelor's degree in an engineering or scientific discipline, or equivalent relevant experience.
• Minimum five years of experience in technical support, field service, hardware or software engineering, or a related technical field.
• Strong understanding of IT infrastructure, networking, and software configuration, with the ability to use technical software for instrument and system configuration.
• Demonstrated ability to investigate complex technical issues independently, evaluate evidence, and manage priorities with minimal supervision.
• Excellent written and verbal communication skills, with the ability to explain complex technical topics to diverse global audiences.
• Flexibility to start early or work late, including occasional weekends, as needed to support customers and projects.

Travel Requirements:

• Occasional domestic and international travel (less than 10%) for customer support, project work, training, or DBS events.

It would be a plus if you also possess previous experience in:

• Experience in medical devices or similarly regulated environments, including Good Manufacturing Practices (GMP) and quality systems.
• Hands-on experience supporting Digital Pathology systems, especially the Aperio GT Platform, Aperio FL, CytoVision/CytoInsight, or VERSA; familiarity with Windows Server, Linux, SQL, or command line utilities.
• Practical experience using AI assistants for technical knowledge work, such as researching and synthesising information, analysing technical evidence, preparing documentation, and improving repeatable support workflows. Relevant tools include Cursor, Claude Code, Codex, GitHub Copilot, or similar.
  At Leica Biosystems, one of Danaher's 15+ operating companies, our work saves lives-and we're all united by a shared commitment to innovate for tangible impact.

You'll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher's system of continuous improvement, you help turn ideas into impact - innovating at the speed of life. At Leica Biosystems, we're not just shaping the future of cancer diagnostics - we're transforming lives. Our mission of "Advancing Cancer Diagnostics, Improving Lives" is the driving force behind everything we do. As a global leader with the most comprehensive portfolio spanning from biopsy to diagnosis, we empower clinicians with innovative, reliable solutions so they can give patients timely, accurate answers when they need them most. When you join Leica Biosystems, you're not just taking a job; you're becoming part of a passionate team that knows every moment matters when it comes to cancer. You'll help develop diagnostic solutions that turn anxiety into answers, and aid the acceleration of next-generation, life-changing therapies. Surrounded by a diverse and collaborative global community, you'll be inspired each day to stretch, grow, and make an impact.

Leica Biosystems, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job. At Leica Biosystems, we believe in designing a better, more sustainable workforce. This position is an onsite role based in Newcastle upon Tyne, United Kingdom. Additional information about the work arrangement will be provided by your interview team. Explore the opportunities and challenges that working for Leica Biosystems can provide. #LI Onsite Join our winning team today. Together, we'll accelerate the real-life impact of tomorrow's science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.