Product Support Engineer
Core
Technical subject matter expert reducing support escalations, improving product performance, and ensuring regulatory-compliant customer support for medical diagnostic hardware.
Role type
Senior IC product support engineer (medical devices)
Builds
Technical training resources, knowledge base articles, and service bulletins for support teams
Domain
Medical devices / Neurodiagnostics
Required skills
Root-cause analysis, Tier 3 troubleshooting, technical training delivery, trend analysis, cross-functional collaboration, regulatory compliance knowledge
Preferred skills
EMG experience, regulated environment experience, service management software familiarity, medical device background
Technologies
Azure DevOps, Windows Event Viewer, Claude
Responsibilities
Lead Tier 3 technical troubleshooting and root-cause analysis for complex customer issues; Bridge service operations with R&D and Production to resolve high-priority escalations; Build and deliver technical training to support teams on new hardware and software releases; Analyze support trends to identify technical risks and implement proactive mitigations; Provide structured feedback to R&D and product teams for design and serviceability improvements; Leverage team KPIs to enhance first-time fix rates and optimize team performance
Seniority
Senior, hands-on IC