Service Engineer | Tier 3 Support | Medical Devices

Intellectt Inc; Skaneateles Falls (NY); On-site; USD 56,000 - 61,000; Full time

Job summary

Intellectt Inc. in the United States is seeking an experienced Service Engineer to support product deployments, configuration, upgrades, and lifecycle activities in a regulated engineering environment.

The ideal candidate will have strong systems and service engineering experience, excellent troubleshooting, and the ability to work directly with customers and cross-functional teams. This long-term contract position pays $41–$44 per hour and does not include employer-provided benefits; must be

Qualifications

• Associate degree or higher in Engineering, CS, IT, or related field.
• 4+ years of relevant technical engineering experience in regulated environments.
• Experience with deployments, configuration, upgrades, and lifecycle support.
• Strong Tier 3 troubleshooting and customer-facing communication.

Responsibilities

• Develop and maintain Service Engineering documentation through the product lifecycle.
• Support deployments, configuration, upgrades, and 5-CI training.
• Provide Tier 3 technical support and resolve complex hardware/software issues.
• Handle and drive customer escalations through resolution.
• Participate in customer calls and support requirements decomposition.
• Lead technical execution and coordinate across engineering and customer teams.
• Identify risks and communicate recommended solutions.
• Perform troubleshooting and root-cause analysis for complex problems.
• Support software and hardware configuration, validation, and system upgrades.
• Maintain documentation and lifecycle support materials.

Skills

Service engineering

Tier 3 troubleshooting

Customer escalations handling

Excel

Education

Associate degree or higher in Engineering/CS/IT

Tools

Jira

DevOps

Excel

Word

Job description

Duration (if contract):

Long Term contract with possible extension

Salary:

The salary range for this position is $41/hr - $44/hr

Benefits:

This is a contract position and does not include employer-provided benefits.

Job Description:

We are seeking an experienced Service Engineer to support product deployments, configuration, upgrades, technical troubleshooting, customer escalations, and lifecycle engineering activities in a regulated engineering environment.

The ideal candidate will have strong systems/service engineering experience, excellent troubleshooting and problem-solving skills, and the ability to work directly with customers and cross-functional engineering teams.

Key Responsibilities:

• Develop and maintain Service Engineering documentation throughout the product lifecycle.
• Support product deployments, configuration, upgrades, and 5-CI training.
• Provide Tier 3 technical support and resolve complex hardware/software issues.
• Handle and drive customer escalations through resolution.
• Participate in customer calls and support requirements decomposition.
• Lead technical execution and coordinate solutions across engineering and customer teams.
• Identify, assess, and communicate technical risks, issues, and recommended solutions.
• Perform troubleshooting and root-cause analysis for complex technical problems.
• Support software and hardware configuration, validation, and system upgrades.
• Maintain technical documentation, procedures, and lifecycle support materials.
• Work within regulated development processes and understand FDA, ISO, and IEC design-control requirements.
• Collaborate with engineering, product, quality, and customer-facing teams.
• Utilize Jira and DevOps tools for issue tracking, development coordination, and technical support activities.
• Support cloud-based product solutions where applicable.

Required Qualifications:

• Associate degree or higher in Engineering, Computer Science, Information Technology, or a related technical field.
• 4+ years of relevant technical engineering experience, preferably in an R&D or regulated engineering environment.
• Strong experience with service engineering, systems engineering, or technical support.
• Experience with deployments, configuration, upgrades, and lifecycle support.
• Strong Tier 3 troubleshooting and problem-solving experience.
• Experience handling customer escalations and participating in customer-facing technical discussions.
• Experience with requirements decomposition and technical risk assessment.
• Strong Microsoft Excel and Word skills.
• Understanding of FDA, ISO, and IEC design-control requirements.
• Strong written and verbal communication skills.

Preferred Qualifications:

• Experience with DevOps and Jira.
• Experience supporting cloud-based products or solutions.
• Experience in Medical Device, MedTech, Healthcare, Life Sciences, or other regulated industries.
• Experience with hardware/software validation.
• Experience developing and delivering technical training.
• Experience working with safety-critical or highly regulated systems.

Equal Opportunity Employer:

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Background Check :

Background checks may be conducted in accordance with applicable laws

Work Authorization:

Applicants must be authorized to work in the United States