Senior Product Support Engineer

Abbott Laboratories · Foster City · $90,000–$180,000 (stated in the posting)

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Abbott 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 122,000 colleagues serve people in more than 160 countries.

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)

Biomedical

5+ 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 – $180,000.00. In specific locations, the pay range may vary from the range posted.

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