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Product Support Engineer
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About this role
Role overview
This technical support specialist leads complex product investigations and helps prevent recurring customer issues. The role serves as a link between frontline service and engineering, production, quality, and research teams, using support data and field findings to improve reliability, serviceability, and the customer experience for neurodiagnostic systems.
Responsibilities - Lead advanced troubleshooting and root-cause analysis for difficult customer problems. - Coordinate high-priority escalations with quality, regulatory, research, development, and production groups; reproduce defects and investigate remotely or on site. - Analyze support trends and key performance indicators to identify risks, improve first-time fixes, and reduce ownership costs. - Develop training and technical materials for support teams covering hardware and software releases. - Provide structured product feedback to engineering and product teams to improve reliability, design, and serviceability.
Requirements - Bachelor’s degree in engineering, business, or a related technical or clinical field; equivalent experience may be considered. - Around four or more years working as a subject matter expert with service management teams. - Strong troubleshooting and root-cause analysis skills, including evidence-based investigation and clear technical documentation. - Working knowledge of at least one neurodiagnostic area, such as EMG/NCS, EEG, intraoperative monitoring, or sleep diagnostics, including clinical workflows. - Understanding of hardware and software lifecycles, firmware, and system architecture; practical familiarity with tools such as Azure DevOps and Windows Event Viewer. - Strong cross-functional communication and ability to travel to headquarters and customer sites domestically or internationally.
Nice to have - Experience in regulated environments, medical devices, healthcare technology, or software development. - Familiarity with service management, CRM, and analytics tools; EMG experience is preferred.
Benefits and work setup - Salary range: $96,000–$128,000.