Senior Product Support Engineer

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 115,000 colleagues serve people in more than 160 countries.

About the 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.

Responsibilities

• Assist in troubleshooting Tier II tickets to determine root cause and identify possible solutions for 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 troubleshoot field issues.
• Participate in system, software, and hardware testing planning reviews to support assessment of performance against design specifications, reliability testing, and assessment of system interactions.
• Apply process and work methodologies by interfacing and communicating system-level issues with peers and cross-functional groups.
• Collaborate with various organizations and disciplines (e.g., software, hardware, test, operations, manufacturing) to ensure system design artifacts account for all aspects of the product lifecycle.

Requirements

• Bachelor’s degree in Biomedical Engineering, Science, Technology, Engineering, Mathematics (STEM), or a related field.
• 5+ years of experience in product support.

Qualifications

• 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.

Pay

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.