Sr Software Support Engineer

Many structural heart patients suffer from heart failure with limited options. Our Implantable Heart Failure Management (IHFM) team is at the forefront of addressing these unmet patient needs through pioneering technology that enables early, targeted therapeutic intervention. Our innovative solutions are not just transforming patient care but also creating a unique and exciting environment for our team members. It’s our driving force to help patients live longer and healthier lives. Join us and be part of our inspiring journey.

How you'll make an impact:

In this role, you'll apply knowledge of technical principles and Edwards systems/procedures to optimize and support tools and applications supporting the product ecosystem for our implantable device.

In close collaboration with the VP Software Development and Product Owners, you will provide technical and software expertise to cross-functional stakeholders such as Quality, Customer Support, and Systems engineering.  

Product Operations Support 

• Own and admin applications that support the company’s products, including cellular SIM management, Mobile Device Management, etc.
• Own the Enterprise Mobility Management system (SureMDM) that monitors and manages all deployed products. 
• Provision new users, roles, profiles, jobs and other administration tasks within the application.
• Provide product usage, analytics, and troubleshooting data  

Organization & Management

• Serve as the primary resource for customer based IT / Security assessments
• Serve as the primary point of contact for product-related technical support inquiries from multiple sources. 
• Manage multiple queues and processes including Customer Support, QA non-conformance reports, customer complaints, and other things that interact with the product development teams. 
• Triage incoming requests from support and keep compliance related documentation updated with QA.  
• Measure, track, and create a Dashboard showing progress and alignment. 
• Maintain transparency and communication of the status of these requests 
• Work closely with the software/product team to align technical solutions with business needs.  

Technical Analysis and Documentation

• Dive into log files, data, and system configurations to troubleshoot and diagnose complex issues. 
• Work with testers to reproduce issues. Work with developers to suggest options for remediation. Work with the Product Owner to craft new backlog items for implementation.  
• Read, interpret, and analyze code to understand system behavior and identify potential root causes and improvements. 
• Maintain clear documentation of troubleshooting steps, experiment outcomes, and technical solutions. 
• Provide input on the technical feasibility of new product features and enhancements. 
• Write technical troubleshooting documentation for other teams and stakeholders (e.g. customer support). 

What you'll need (required):

• Bachelor’s degree in engineering or Scientific field
• 4+ years' experience in product support (or Master's Degree or equivalent in Engineering or Scientific field and 3 years’ experience; or Ph.D. or equivalent in Engineering or Scientific field with industry experience or industry/education)

What else we look for (preferred):

• Ability to quickly synthesize information from a variety of sources, create a plan of action, and follow through 
• Strong technical troubleshooting skills, including experience with log file analysis and debugging tools. 
• Familiarity with Agile frameworks such as Scrum or Kanban. 
• Proficiency with Android mobile application support and development
• Exceptional problem-solving skills and attention to detail. 
• Strong verbal and written communication skills to convey technical information to non-technical audiences. 
• An entrepreneurial mindset with the ability to work independently and proactively in a fast-paced environment. 
• Strong documentation, communication (e.g., written and verbal) and interpersonal relationship skills including consultative and relationship management skills
• Knowledge of applicable FDA regulations for medical device industry
• Strict attention to detail
• Adhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control

Aligning our overall business objectives with performance, we offer competitive salaries, performance-based incentives, and a wide variety of benefits programs to address the diverse individual needs of our employees and their families.

For Illinois (IL), the base pay range for this position is $106,000 to $149,000 (highly experienced). The pay for the successful candidate will depend on various factors (e.g., qualifications, education, prior experience).  Applications will be accepted while this position is posted on our Careers website.   

Edwards is an Equal Opportunity/Affirmative Action employer including protected Veterans and individuals with disabilities.

COVID Vaccination Requirement

Edwards is committed to protecting our vulnerable patients and the healthcare providers who are treating them. As such, all patient-facing and in-hospital positions require COVID-19 vaccination. If hired into a covered role, as a condition of employment, you will be required to submit proof that you have been vaccinated for COVID-19, unless you request and are granted a medical or religious accommodation for exemption from the vaccination requirement. This vaccination requirement does not apply in locations where it is prohibited by law to impose vaccination.