Product Support Engineer

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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 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 / Requireme

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