Product Support Engineer

Position Summary:

The Product Support Engineer serves as the technical subject matter expert focused on reducing support escalations, improving product performance, and ensuring high-quality, regulatory-compliant customer support. This role drives high-level customer resolutions, bridges the service organization with Engineering, Production, and R&D teams, and advocates for product reliability throughout the product lifecycle. This is a data-driven support role where success is measured by reduced support escalations, increased hardware reliability, optimized serviceability, and lower cost of ownership for customers.

Key Job Duties and Responsibilities:

• Lead Tier 3 technical troubleshooting and root-cause analysis for complex customer issues.
• Bridge service operations with QARA, R&D, and Production to resolve high-priority escalations, reproduce bugs, and conduct on-site or remote field investigations.
• Build and deliver technical training to support teams on new Cadwell hardware and software releases. This includes knowledge base articles, service bulletins, and other technical resources.
• Analyze support trends to identify technical risks, implement proactive mitigations, and improve product reliability
• Provide structured feedback to R&D and product teams to advocate for design, serviceability, and customer experience improvements
• Leverage team KPIs to enhance first-time fix rates, reduce ownership costs, and optimize team performance

Qualifications:

Job Knowledge / Requirements:

• Proven ability to take ownership of complex customer issues and lead them through resolution, on-site or remotely, while consistently demonstrating Cadwell's core Page 1 of 2 values (integrity, initiative, accountability, commitment to excellence, service to others)
• Comprehensive expertise in root-cause analysis and troubleshooting, using facts and data to build hypotheses, document complex technical concepts, and advocate for actionable engineering work items
• Working knowledge of at least one neurodiagnostic modality, such as EMG/NCS, EEG, intraoperative neuromonitoring (IONM), or sleep diagnostics, including clinical workflows, patient setup, and how practitioners use these systems in daily practice
• Technical literacy across software/hardware build lifecycles, firmware concepts, and system architecture, with practical experience using tools such as Azure DevOps, Windows Event Viewer, and Claude
• Strong cross-functional collaboration and communication skills, with the ability to travel to Cadwell HQ as well as domestic and international customer sites as required

Education / Experience:

• Bachelor's degree in Engineering, Business, or a related technical or clinical field; equivalent experience will be considered
• Approximately 4+ years of experience working with service management teams as a subject matter expert
• Experience working within regulated environments (ISO, FDA, MDR, etc.) preferred
• Familiarity with service management software, CRM systems, and analytics tools preferred
• Background in medical devices, healthcare technology, or software development is preferred ● EMG experience preferred

Salary Range

$96,000 — $128,000 USD