Product Support Engineer

Cadwell

18h • $96,000 - $128,000

About The Position

The Product Support Engineer is a technical subject matter expert responsible for reducing support escalations, improving product performance, and ensuring high-quality, regulatory-compliant customer support. The role leads complex customer resolutions and connects service operations with Engineering, Production, QARA, and R&D. It also advocates for product reliability throughout the product lifecycle. Success is measured by reduced support escalations, increased hardware reliability, improved serviceability, and lower customer cost of ownership.

The position leads Tier 3 troubleshooting and root-cause analysis, investigates high-priority issues on-site or remotely, and provides technical training and resources for support teams. It analyzes support trends and team KPIs to identify risks, implement mitigations, improve first-time fix rates, and inform product and engineering improvements.

Requirements

• Proven ability to own complex customer issues and lead them to resolution on-site or remotely.
• Comprehensive expertise in root-cause analysis and troubleshooting, using facts and data to develop 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 and hardware build lifecycles, firmware concepts, and system architecture.
• Practical experience with tools such as Azure DevOps, Windows Event Viewer, and Claude.
• Strong cross-functional collaboration and communication skills.
• Ability to travel to Cadwell headquarters 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 or more years of experience working with service management teams as a subject matter expert.

Nice To Haves

• Experience working within regulated environments, such as ISO, FDA, or MDR.
• Familiarity with service management software, CRM systems, and analytics tools.
• Background in medical devices, healthcare technology, or software development.
• EMG experience.

Responsibilities

• Lead Tier 3 technical troubleshooting and root-cause analysis for complex customer issues.
• Coordinate 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.
• Use team KPIs to improve first-time fix rates, reduce ownership costs, and optimize team performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level