Senior Product Support Engineer, Connected Medical Devices

Thornton Tomasetti; California; Hybrid; 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

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