Product Support Engineer

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $96k - $128k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

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Cadwell

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1979

🏥 Healthcare

🏭 Manufacturing

🔧 Hardware

Healthcare • Manufacturing • Hardware

<Cadwell> is a medical technology company that designs, manufactures, and supports neurodiagnostic, intraoperative neuromonitoring, and sleep diagnostic hardware and software. It provides EEG, EMG, nerve conduction, evoked potentials, neuromuscular ultrasound, IONM, polysomnography and home sleep apnea testing systems, clinical software (Sierra, Arc), cloud data management (CadLink), consumable electrodes and accessories, plus training, education, and technical support for healthcare providers.

📋 Description

• Lead Tier 3 technical troubleshooting and root-cause analysis for complex customer issues • Bridge service operations with QARA, R&D, and Production to resolve high-priority escalations, reproduce bugs, and conduct on-site or remote field investigations • Build and deliver technical training to support teams on new Cadwell hardware and software releases • Create knowledge base articles, service bulletins, and other technical resources • Analyze support trends to identify technical risks, implement proactive mitigations, and improve product reliability • Provide structured feedback to R&D and product teams on design, serviceability, and customer experience improvements • Leverage team KPIs to improve first-time fix rates, reduce ownership costs, and optimize team performance

🎯 Requirements

• Proven ability to take ownership of complex customer issues and lead them through resolution, on-site or remotely • Comprehensive expertise in root-cause analysis and troubleshooting, using facts and data to build hypotheses, document complex technical concepts, and advocate for actionable engineering work items • Working knowledge of at least one neurodiagnostic modality, such as EMG/NCS, EEG, intraoperative neuromonitoring (IONM), or sleep diagnostics, including clinical workflows, patient setup, and practitioner use • Technical literacy across software/hardware build lifecycles, firmware concepts, and system architecture • Practical experience using Azure DevOps, Windows Event Viewer, and Claude • Strong cross-functional collaboration and communication skills • Ability to travel to Cadwell HQ and domestic and international customer sites as required • Bachelor's degree in Engineering, Business, or a related technical or clinical field; equivalent experience will be considered • Approximately 4+ years of experience working with service management teams as a subject matter expert • Experience within regulated environments such as ISO, FDA, or MDR preferred • Familiarity with service management software, CRM systems, and analytics tools preferred • Background in medical devices, healthcare technology, or software development preferred • EMG experience preferred