Posted 28m ago•Remote
Product Support Engineer
MiddleRemoteSalary undisclosed
Required Skills
Azure
Job Description
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
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