Product Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee Tier 3 technical troubleshooting and conduct root-cause analysis for intricate customer challenges.

• Facilitate collaboration between service operations and QARA, R&D, and Production to address high-priority escalations, replicate issues, and perform on-site or remote field investigations.

• Develop and present technical training for support teams regarding new Cadwell hardware and software releases.

• Produce knowledge base articles, service bulletins, and various technical resources.

• Examine support trends to pinpoint technical risks, implement proactive measures, and enhance product reliability.

• Offer structured feedback to R&D and product teams focused on design, serviceability, and customer experience enhancements.

• Utilize team KPIs to boost first-time fix rates, lower ownership costs, and optimize overall team performance.

⛳️ Requirements

• Demonstrated ability to take charge of complex customer issues and guide them to resolution, whether on-site or remotely.

• Extensive knowledge in root-cause analysis and troubleshooting, leveraging data and facts to formulate hypotheses, document intricate technical concepts, and advocate for actionable engineering tasks.

• Familiarity with at least one neurodiagnostic modality, such as EMG/NCS, EEG, intraoperative neuromonitoring (IONM), or sleep diagnostics, including clinical workflows, patient setup, and practitioner applications.

• Technical proficiency across software/hardware build lifecycles, firmware concepts, and system architecture.

• Hands-on experience with Azure DevOps, Windows Event Viewer, and Claude.

• Excellent cross-functional collaboration and communication abilities.

• Willingness to travel to Cadwell HQ and to domestic and international customer sites as needed.

• Bachelor's degree in Engineering, Business, or a related technical or clinical discipline; equivalent experience will be accepted.

• Approximately 4+ years of experience working with service management teams as a subject matter expert.

• Experience in regulated environments such as ISO, FDA, or MDR is preferred.

• Knowledge of service management software, CRM systems, and analytics tools is preferred.

• Background in medical devices, healthcare technology, or software development is preferred.

• EMG experience is preferred.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional growth and development.

• Collaborative and innovative work environment.