Technical Product Support Engineer

Technical Product Support Engineer provides technical support for ProSomnus' connected medical device platform while leveraging product, operational, and clinical data to improve product performance, customer experience, and engineering decision-making. This role works closely with customers, engineering, clinical, quality, and product teams to investigate technical issues, analyze data, support clinical studies, and contribute to continuous product improvement.

Key Responsibilities

Technical Support

• Provide Tier 1 and Tier 2 technical support for hardware, mobile applications, and web-based platforms.
• Investigate customer-reported issues using device logs, application logs, and backend data.
• Troubleshoot software, connectivity, synchronization, and product performance issues.
• Document findings and collaborate with engineering on root cause analysis and corrective actions.

Data Analysis & Product Improvement

• Analyze product, operational, and customer support data to identify trends and opportunities for product improvement.
• Develop reports, dashboards, and visualizations that support engineering, product management, and leadership.
• Perform statistical analyses to evaluate product performance, customer usage, and software release effectiveness.
• Assist in identifying recurring issues and recommend improvements based on data-driven insights.

Clinical & Product Development Support

• Support clinical studies through data preparation, validation, statistical analysis, and reporting.
• Analyze physiological and device performance data to support product development and regulatory activities.
• Assist engineering with verification, validation, and performance analysis of new software and firmware releases.
• Support product demonstrations, evaluations, and technical documentation as needed.

Required Skills

• Strong analytical and problem-solving skills.
• Experience with Python and SQL for data analysis.
• Ability to organize, clean, and analyze datasets.
• Excellent written and verbal communication skills.
• Ability to explain technical concepts to customers and cross-functional teams.
• Strong attention to detail and ability to manage multiple priorities.

Education

Bachelor's degree in Statistics, Data Science, Computer Science, Engineering, Information Technology, or a related technical field.