JOB DESCRIPTION:MAIN PURPOSE OF ROLEThe 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.
QUALIFICATIONSEducationEducation Level
Major/Field of Study
Or
Education Level
Bachelors Degree (± 5 years)
Biomedical
5+ years experience in product support
Experience/BackgroundExperience
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.
JOB FAMILY:Product Development
DIVISION:CRM Cardiac Rhythm Management
LOCATION:United States > Sylmar : 15900 Valley View Court
ADDITIONAL LOCATIONS:WORK SHIFT:Standard
TRAVEL:No
MEDICAL SURVEILLANCE:No
SIGNIFICANT WORK ACTIVITIES:Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)
