The Product Support Engineer – Associate supports the definition and deployment of product support strategies for new and existing products throughout their lifecycle. Working with experienced Product Support Engineers and cross-functional partners, the role helps ensure products are supportable, serviceable and ready for effective introduction, manufacturing, field deployment and long-term support.

The role develops technical and product expertise through practical assignments across New Product Introduction, manufacturing support, service training, Tier 3 support and current product engineering. At Associate level, work is normally completed within defined processes and with guidance on complex, high-risk or unfamiliar topics.

Key responsibilities

Recent Product Introduction

- Support the development and maintenance of Product Support Plans for assigned products or modules.
- Contribute to Design for Supportability reviews and help capture service- and support-related product requirements.
- Assist with defining and validating support and diagnostic tools, service parts, supplies and core service products, including installation, introduction and scheduled maintenance.
- Contribute to user and service documentation and the initial service training material required for product release.
- Support limited production and production release builds, product roll-out and ramp-to-volume activities.

Manufacturing and current product support

- Provide technical support for limited production and production release builds under the direction of experienced engineers.




- Assist with reviewing and updating work instructions and investigating manufacturing quality issues.
- Participate in supplier, parts and supportability activities by providing relevant technical information and analysis.
- Support enhancements to released products and approved product improvement activities.
- Contribute to last-time-buy and long-term supportability planning by gathering product, service and parts information.

Service training and knowledge transfer

- Assist with the development and maintenance of self-study, classroom and remote-learning service training material.
- Support delivery of technical training, demonstrations and knowledge-transfer sessions as product competence develops.
- Help maintain service documentation, troubleshooting content, diagnostic tools and Field Portal material.
- Capture lessons learned from technical investigations and convert them into clear, reusable support content.

CSO and end-user support

- Provide Tier 3 technical support for assigned products within agreed escalation processes and with guidance where required.
- Collect technical evidence, reproduce issues where practical, perform structured fault investigation and document conclusions.
- Support escalation management for customer issues associated with product design or manufacturing.




- Contribute to Service Notes and other formal support communications under review and approval from the appropriate technical owners.
- Support end-of-life and obsolescence activities for parts and instruments, together with maintenance of associated documentation and tools.
- Interact with customers and internal service teams when assigned, communicating technical information clearly and professionally.

Cross-functional collaboration and improvement

- Work with R&D;, Quality, Global Operations, Marketing, Field Service and Remote Support to progress assigned technical activities.
- Bring field and service feedback into product-supportability discussions and help translate experience into actionable improvement opportunities.
- Support the sales channel with accurate product and support information when requested.
- Follow applicable quality, safety, regulatory, information-control and business processes.
- Builds working knowledge of assigned products, technologies and support processes.
- Completes defined technical assignments using established methods, documentation and guidance.
- Exercises judgement within the scope of training and experience, escalating complex, safety-related, high-impact or unfamiliar matters promptly.
- Plans and prioritises assigned work, communicates progress and maintains accurate technical records.
- Progressively assumes greater ownership as competence and product knowledge are demonstrated.

Level expectations

- Builds working knowledge of assigned products, technologies and support processes.
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📌 Product Support Engineer (Melbourne)
🏢 Agilent Technologies
📍 Melbourne