Senior Product Support Engineer

Abbott Laboratories; California, Northern (MO, KY); On-site; USD 90,000 - 180,000; Full time

Job summary

Abbott Laboratories in Sylmar, CA is hiring a Senior Product Support Engineer to provide advanced technical support for cardiac rhythm management remote care products and supporting software platforms. The role involves investigating escalated issues, coordinating with Engineering, Quality, and Manufacturing, and ensuring robust device and software performance.

Ideal candidates will have 5+ years in Tier II product support, a Biomedical/STEM degree, strong problem-solving, and excellent

Qualifications

• Bachelor's degree in Biomedical, STEM, or related field.
• 5+ years of Tier II technical or product support experience.
• Experience troubleshooting complex products, connected devices, hardware, software, networks.
• Experience managing escalated support cases from initial investigation to resolution.
• Ability to interpret system logs, error messages, technical documentation, troubleshooting procedures, and test results.
• Strong problem-solving, analytical, documentation, and communication skills.

Responsibilities

• Assist in troubleshooting Tier II tickets to determine root cause and potential solutions for remote care connectivity devices and web portal.
• Provide support for mobile apps and mobile device hardware; coordinate with mobile service providers to troubleshoot field issues.
• Participate in system, software, hardware testing planning and reviews to assess performance against design specifications; reliability testing; and inter-system interactions.
• Apply process and work methodologies by interfacing and communicating system level issues with peers/cross-functional groups.
• Collaborate with various organizations/disciplines to ensure design artifacts account for all aspects of product lifestyle.

Skills

Strong problem-solving

Analytical skills

Documentation

Communication skills

Education

Biomedical Eng/STEM degree

Job description

Senior Product Support Engineer - LogoIr para o conteúdo principal#Senior Product Support Engineer page is loaded## Senior Product Support EngineerCandidatar-selocations: United States - California - Sylmartime type: Tempo Integralposted on: Publicado hojejob requisition id: 31159012Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 115,000 colleagues serve people in more than 160 countries.Descritivo de Cargo***MAIN PURPOSE OF ROLE***The Tier II Product Support Engineer provides advanced technical support for Abbott cardiac rhythm management remote care products, connected devices, mobile applications, and supporting software platforms.This role is intended for an experienced technical support professional with a strong background in Tier I or Tier II product support. The engineer investigates escalated issues that cannot be resolved through standard Tier I troubleshooting, identifies probable root causes, documents technical findings, and coordinates resolution with Engineering, Quality, Manufacturing, and other support organizations.***MAIN RESPONSIBILITIES***•Assist in troubleshooting Tier II tickets to determine root cause and identifying possible solutions to our remote care connectivity devices and our web portal.•Provide support for mobile apps, mobile device hardware and work with mobile service providers to maintain and trouble shoot field issues.•Participates in system, software, hardware testing planning reviews to support assessment of performance against design specification; reliability testing, and assessment of system interactions.•Apply process and work methodologies by interfacing and communicating system level issues with peers/cross-functional groups.•Collaborate with various organizations/disciplines (e.g., software, hardware, test, operations, manufacturing) to ensure system design artifacts accounts for all aspects of product lifestyle.***QUALIFICATIONS******Education****Education Level**Major/Field of Study**Or**Education Level*Bachelors Degree (± 5 years)Biomedical5+ years experience in product support***Experience/Background****Experience**Experience Details*Biomedical Engineering or Science, Technology, Engineering and Mathematics (STEM) related Bachelor's degree.Preferred Qualification:* One of the following: + At least 5 years of Tier II technical or product support experience.* Demonstrated experience troubleshooting complex products, connected devices, hardware, software, networks, or customer technical 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.* Strong problem-solving, analytical, documentation, and communication skills.**The base pay for this position is**$90,000.00 – $180,000.00In specific locations, the pay range may vary from the range posted.Família de CargoProduct DevelopmentDivisãoCRM Cardiac Rhythm ManagementLocalidadeUnited States > Sylmar : 15900 Valley View CourtLocalidades AdicionaisTurno de TrabalhoStandardViagemNoVigilância médicaNoAtividades de trabalho significativasContinuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO\_English.pdfEEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO\_Spanish.pdf