Product Support Specialist

Cadwell; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

Cadwell is seeking a Product Support Specialist to be the expert customers rely on for operating Cadwell medical devices. You’ll provide technical support by phone and remote tools, participate in weekend coverage and after-hours on-call rotations, and help customers optimize device performance.

You’ll build product knowledge across Cadwell’s line, troubleshoot hardware, software, and networking issues, and deliver clear, timely solutions with follow-up to ensure satisfaction.

Qualifications

• Associate degree or 2+ years in clinical neurophysiology, IT, or biomedical tech.
• Polysomnographic or EEG tech degree preferred (CAAHEP-accredited).
• RPSGT/REEGT/CNIM credentials are a plus.
• 1 year clinical sleep/EEG tech or 2+ years help desk/network support preferred.

Responsibilities

• Be the go-to resource for customers on product operation and best practices.
• Troubleshoot hardware, software, and networking issues with confidence and efficiency.
• Deliver timely, clear solutions and follow up proactively to ensure customer satisfaction.
• Build deep expertise across Cadwell product line.
• Participate in weekend support rotation and an on-call rotation for after-hours escalations.
• Take on additional responsibilities as the team and business evolve.

Skills

Technical support

Networking

Hardware knowledge

Virtual environments

Citrix

Communication skills

Problem solving

Physical ability 20 lbs

Education

Associate degree or 2+ years relevant experience

CAAHEP-accredited polysomnographic/EEG program preferred

RPSGT/REEGT/CNIM credentials a plus

Tools

Citrix

Virtualization platforms

WAN/LAN networks

Job description

Position Summary

As a Product Support Specialist at Cadwell, you’ll be the expert our customers turn to when they need help getting the most out of their medical devices. You’ll provide technical support via phone and remote assistance tools. You’ll be part of weekend support coverage and an on‑call rotation for after‑hours escalations. If you love solving complex problems, thrive in a fast‑paced environment, and want to make a real difference in healthcare — this role is for you.

Key Duties / Responsibilities

• Be the go‑to resource for customers, guiding them through product operation, configuration, and best practices


• Troubleshoot hardware, software, and networking issues with confidence and efficiency


• Deliver timely, clear solutions and follow up proactively to ensure customer satisfaction


• Build deep expertise across the full Cadwell product line


• Participate in weekend support rotation and an on‑call rotation for after‑hours escalations


• Take on additional responsibilities as the team and business evolve

Education / Experience

• Associate degree in a related field, or 2+ years of relevant experience in clinical neurophysiology, IT, or biomedical technology


• Associate’s or Bachelor’s degree in Polysomnographic Technology or Electroencephalograph Technology from a CAAHEP‑accredited program (preferred)


• Active credentials as a Registered Polysomnographic Technologist (RPSGT), EEG Technologist (REEGT), and/or Certified in Neurophysiologic Intraoperative Monitoring (CNIM) (a plus)


• At least 1 year of clinical experience as a sleep/EEG technician, or 2+ years in help desk or network support (preferred)

Skills & Strengths / Physical Requirements & Working Conditions

• Solid computer proficiency, including familiarity with software platforms, networking, and hardware


• Working knowledge of servers, virtual environments, WAN/LAN topologies, Citrix, and storage systems (a plus)


• Strong communicator - comfortable explaining technical concepts clearly in writing and over the phone


• Customer‑first mindset: empathetic, professional, and skilled at building lasting relationships


• Sharp analytical thinker who can assess problems quickly and deliver practical solutions


• Physically able to perform the duties of the role, including lifting and carrying up to 20 lbs

Why Cadwell

• Work on products that directly impact patient care in clinical neurophysiology and sleep medicine


• Flexible location - headquarters in Kennewick, WA or fully remote


• Join a collaborative, mission‑driven team that invests in your growth

PST working hours only

Cadwell Industries, Inc. is an Equal Opportunity Employer, and as such affirms the right of every person to participate in all aspects of employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources Department at [e-mail].

Salary Range

$80,000—$100,000 USD