Medical Device Product Support Engineer

Ascensia Diabetes Care Holdings AG; Warszawa; On-site; PLN 139,500 - 172,980; Full time

Benefits offered by this job

Hybrid work model

One‑time home office setup allowance

Lunch card 320 PLN monthly

Annual performance-based bonus

Life insurance and private medical (Lx

Pension plan

Multicafeteria benefits

LinkedIn Learning access

eTutor language learning

Audible platform access

Job summary

Ascensia Diabetes Care is seeking a Medical Device Product Support Engineer to support the performance, quality, and reliability of our medical device and software products in Warsaw. The role requires a hybrid model with 2 days on-site weekly and a valid work permit and residency in Poland.

You will investigate complex customer issues, collaborate with cross‑functional teams, and drive initiatives to improve product quality and user experience, while leveraging a broad range of training

Qualifications

• Bachelor’s degree in Life Sciences, Mechanical Engineering, Software Engineering, Biomechanical Engineering, or related discipline.
• Minimum of 3 years of product or equipment support experience in Pharmaceutical, Medical Device, or IVD industry.
• Hands‑on experience supporting software products.

Responsibilities

• Provide technical support expertise for medical devices and software products, including troubleshooting and root cause analysis.
• Partner with third‑party manufacturers to manage product support activities and quality issues with regulatory compliance.
• Develop and deliver technical documentation, training programs, and troubleshooting guides for global Customer Service teams.
• Participate in cross‑functional product development and lifecycle management teams to improve product design and user experience.
• Analyze complaint trends and field data to drive product improvements.

Skills

Fluent English

3+ years experience

Software product support

Education

Bachelor's degree in Life Sciences/related

Job description

Overview

Ascensia Diabetes Care is seeking a Medical Device Product Support Engineer to support the performance, quality, and reliability of our medical device and software products.

Location

Warsaw – hybrid model requiring 2 days per week on-site presence. A valid work permit and residency in Poland are required.

What you will do

• Provide technical support expertise for medical devices and software products, including troubleshooting, root cause analysis, and resolution of complex customer issues throughout the product lifecycle.
• Partner with third‑party manufacturers to manage product support activities, complaint investigations, quality issues, and corrective actions while ensuring compliance with regulatory requirements.
• Develop and deliver technical documentation, training programs, troubleshooting guides, service bulletins, and product communications to support global Customer Service teams.
• Participate in cross‑functional product development, technical review boards, and lifecycle management teams, providing customer support insights to improve product design, performance, and user experience.
• Analyze complaint trends and field performance data, identify opportunities for product improvements, and drive initiatives that enhance product quality, reliability, and customer satisfaction.

What you need for success

• Bachelor’s degree in Life Sciences, Mechanical Engineering, Software Engineering, Biomechanical Engineering, or a related discipline.
• Minimum of 3 years of product or equipment support experience in the Pharmaceutical, Medical Device, or IVD industry.
• Hands‑on experience supporting software products.
• Fluent English communication skills.
• Demonstrated ability to investigate and resolve complex quality, technical, and customer service challenges by collaborating with cross‑functional stakeholders.
• Knowledge of Medical Device Quality Management Systems (QMS) and familiarity with international regulations and compliance requirements is an asset.

What we can offer you

• Friendly team and supportive work environment
• Employment contract with a hybrid work model
• One‑time allowance for home office setup
• Monthly lunch card worth 320 PLN
• Annual performance‑based bonus
• Life insurance and private medical care (Luxmed VIP package with dental coverage)
• Pension plan (PPE) and Employee Assistance Program
• Multicafeteria benefits (sport card, cinema tickets, etc.)
• Access to LinkedIn Learning and a wide range of training courses
• Online language learning via eTutor
• Access to an audiobook platform

The gross monthly base salary range for this position is 12,500 PLN – 15,500 PLN. Employees may be eligible for an annual performance‑based bonus of up to 18% of annual gross base salary, in accordance with the company’s bonus policy.

Diversity and Inclusion

We are committed to diversity, equity, and inclusion, and we leverage our unique perspectives to scale our impact and growth.