Product Support Engineer

Product Support Engineer

Location: Field based, remote, hybrid

About Aneuvo

Aneuvo develops neuromodulation technologies and software platforms that improve patient outcomes and empower clinicians with advanced diagnostic and therapeutic tools. We work at the intersection of hardware, firmware, software, data, and biomedical innovation. Our Product Support Engineers ensure customers and internal teams can rely on our neuromodulation systems with confidence.

Role Overview

The Product Support Engineer is a device‑ and product‑focused support role centered on helping customers and clinicians use Aneuvo’s medical hardware, embedded systems, firmware, and companion software effectively. This is not an IT or infrastructure support position. The role requires hands‑on troubleshooting of physical devices, understanding firmware interactions, and guiding users through real‑world clinical workflows. You will be the front line ensuring our products perform reliably in the field and are understood by those who depend on them.

Responsibilities

• Provide Tier 1–2 support for Aneuvo’s neuromodulation systems, including implantable/external hardware, embedded devices, sensors, firmware releases, companion software, and cloud-connected tools.

• Diagnose issues related to device behavior, sensor performance, firmware interactions, power/charging, connectivity, embedded communication, and clinical workflow usage.

• Guide clinicians and customers through device setup, configuration, calibration, firmware update procedures, and best‑practice usage in real-world clinical environments.

• Perform structured hardware and firmware troubleshooting, using logs, diagnostics, serial interfaces, and systematic isolation methods to identify root causes.

• Document troubleshooting steps, device behaviors, resolutions, and known issues in a regulated documentation environment aligned with quality‑system requirements.

• Escalate complex or software/firmware‑level issues to engineering and provide clear, reproducible cases, following each issue through resolution.

• Collaborate with product, clinical, and QA teams by reporting field observations, recurring patterns, and device‑performance insights to drive continuous improvement.

• Support device verification, release testing, and validation activities, especially for firmware and hardware changes.

• Deliver remote and onsite customer/clinician training, demonstrating device operation, safety considerations, and workflow best practices.

• Maintain detailed, compliant case logs within the ticketing system and ensure timely follow‑up on open issues.

• Contribute to ongoing improvements in support workflows, documentation, test procedures, and internal tools, with an emphasis on device reliability and user experience.

Required Qualifications

• Bachelor’s degree in biomedical engineering, electrical engineering, mechanical engineering, computer engineering, or a related technical field; or equivalent hands‑on experience supporting hardware and embedded systems.

• Direct experience supporting physical products, preferably medical devices, regulated hardware, or embedded‑firmware–driven systems.

• Strong device‑level troubleshooting skills, including interpreting logs, using diagnostics, working with serial interfaces (UART, USB, BLE), and isolating firmware or hardware behavior issues.

• Familiarity with device connectivity (USB, BLE, basic networking), host environments (Windows/macOS), and end‑to‑end workflows involving hardware + software.

• Clear and empathetic communication skills, with the ability to support clinicians, researchers, and non‑technical users in the field.

• Ability to work with urgency, precision, and attention to detail, especially in contexts involving regulated products and patient‑impacting outcomes.

Preferred Qualifications

• Experience supporting medical devices, neurotechnology, wearable sensors, electrophysiology systems, or other regulated health‑tech products.

• Exposure to embedded systems, firmware update processes, hardware debug tools, and device communication protocols.

• Familiarity with quality systems such as ISO 13485, FDA guidance (21 CFR Part 820), or other regulated documentation practices.

• Experience with ticketing and field‑support tools (e.g., Jira, Zendesk) and structured case documentation.

• Ability to perform light scripting or automation (e.g., Python, Bash) for diagnostics, log parsing, or support tooling.

• Background in clinical environments, field deployment, or customer‑facing product training for device‑based systems.

Traits That Fit Well at Aneuvo

• Curiosity and willingness to dive into device behavior and firmware layers—not just software.

• Calm, organized approach under pressure.

• Strong customer-focused mindset.

• Comfortable operating in a fast-moving, collaborative environment.