We anticipate the application window for this opening will close on - 30 Apr 2026

 

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A Day in the Life

At Medtronic, we bring bold ideas forward with speed and decisiveness to put patients first in everything we do. This position is remote to enhance our competitive edge and expand our cross-functional collaboration efforts. The role is open to candidates within the United States.

         

         

Digital Technologies (DT) is Medtronic’s business unit dedicated to delivering AI, computer vision, video, and cloud technologies to the operating room and surgical training environments. The Touch Surgery™ Ecosystem is a surgical video management, data analytics, and livestreaming platform that enables surgeons, OR teams, and trainees to securely access and review surgical procedures. As adoption expands across the U.S., we are growing our Customer Success organization to support customers at scale.

The Senior Technical Services & Ongoing Support Specialist (TSOS) plays a critical role in this effort, providing Tier 2 technical support for custom OR devices, livestreaming solutions, and cloud‑connected applications. Sitting between customer-facing support and engineering escalation, this role partners closely with hospital IT teams, clinicians, Customer Success colleagues, and engineering teams to resolve complex technical issues and improve system reliability.

Key Responsibilities:
 

Customer & Technical Support

• Serve as a Tier 2 escalation point for complex customer issues related to surgical video capture, livestreaming, cloud connectivity, and device performance
• Provide remote technical troubleshooting, with occasional on-site support as required
• Diagnose and resolve issues related to:
  • Network configuration, firewalls, and secure hospital environments
  • Video quality, stream reliability, and data upload failures
  • Device connectivity to DNS, NTP, proxy servers, and cloud services
• Leverage device logs, telemetry tools, and system diagnostics to identify root causes and implement fixes

Implementation & Deployment Support

• Support customers across the full lifecycle: pre‑sales technical support, implementation, go‑live, and post‑go‑live
• Assist with pre-installation site surveys, system installations, maintenance, and upgrades
• Partner with Product Engineering, Implementation Specialists, and Field Service Engineers to ensure a seamless customer experience

Cross‑Functional Collaboration

• Act as a technical bridge between Tier 1 support and Engineering, escalating issues with clear documentation and actionable insights
• Collaborate closely with Product, Engineering, Sales, and Customer Success teams
• Serve as a voice of the customer, feeding real‑world insights into product and service improvements

Continuous Improvement

• Contribute to the design and refinement of global support processes, tools, and escalation paths
• Support the transition toward Tier 3 support and serviceability, including proactive issue detection and prevention
• Participate in incident reviews, documentation improvements, and knowledge sharing across the global team

Minimum Requirements (Must Haves):

• Bachelor’s degree with 4+ years of relevant experience in a technical support, field service, or customer-facing technical role, supporting both B2B and end users, OR
• Advanced degree with 2+ years of relevant experience in a technical support, field service, or customer-facing technical role, supporting both B2B and end users.

Preferred Qualifications (Nice to Haves):

• Experience / comfort engaging with hospital IT teams, clinicians, and internal stakeholders
• Prior experience supporting technology in healthcare, medical devices, or regulated environments
• Prior experience with surgical video capture, HD/4K video processing, MIS (minimally invasive surgery) video integration, video encoding/decoding, and hardware/software solutions for real-time OR video workflows.
• Strong experience troubleshooting software and hardware in live production environments
• Demonstrated experience working with network infrastructure, including:
  • IP addressing
  • Firewal