Senior Cardiac Rhythm Remote Care Product Support Engineer

Thornton Tomasetti; California; Hybrid; USD 90,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Job summary

Abbott in Sylmar, California is seeking a Senior Product Support Engineer (Tier II) to provide advanced technical support for remote care products, connected devices, mobile apps and supporting software platforms.

The role investigates escalated issues, identifies root causes, documents findings, and coordinates resolution with Engineering, Quality and Manufacturing, ensuring robust product lifecycle support.

Qualifications

• Biomedical/ STEM bachelor's degree.
• 5+ years experience in product support.
• Experience troubleshooting complex products, connected devices, hardware, software, networks, or customer issues.
• Experience managing escalated support cases from initial investigation through resolution or engineering escalation.
• Ability to interpret system logs, error messages, technical documentation, troubleshooting procedures, and test results.

Responsibilities

• Assist in troubleshooting Tier II tickets to determine root cause and propose solutions for remote care connectivity devices and web portal.
• Provide support for mobile apps, device hardware, and coordinate with mobile service providers for field issues.
• Participate in system, software, hardware testing planning and reviews.
• Collaborate with software, hardware, test, operations, and manufacturing to account for all product lifecycle aspects.

Skills

Troubleshooting

Root cause analysis

Technical documentation

Communication skills

Cross-functional collaboration

Education

Bachelor's degree in Biomedical Engineering or STEM

Job description

Abbott in Sylmar, California is seeking a Senior Product Support Engineer (Tier II) to provide advanced technical support for remote care products, connected devices, mobile apps and supporting software platforms.

The role investigates escalated issues, identifies root causes, documents findings, and coordinates resolution with Engineering, Quality and Manufacturing, ensuring robust product lifecycle support.