We anticipate the application window for this opening will close on - 30 Sep 2025

 

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

We are looking for a Senior Software Operations Engineer in our Software Operations Team who has good technical expertise and strong troubleshooting skills with a good understanding of the medical device domain and passion for customer satisfaction.

You will report to our Software Operations Manager and will play a key technical leadership role for the software and quality organization. You perform the troubleshooting and root cause analysis of software complaints for level 2 and level 3 support with close interaction with Field Support Teams and your contribution will impact patients around the world. This role involves a blend of software engineering and software operations expertise including deployment, monitoring, troubleshooting, along with leading projects, mentoring junior staff, and collaborating with various teams

We look for team members who are bold inclusive thinkers who create new ideas and bring our best solutions forward to benefit our patients, business partners, and customers. The individual should be self-driven and a strong advocate for seamless customer experience and usability aspects of the product.

This position is an exciting opportunity to work with Medtronic's Diabetes business. Medtronic has announced its intention to separate the Diabetes division to promote future growth and innovation within the business and reallocate investments and resources across Medtronic, subject to applicable information and consultation requirements. This separation provides our team with a bold opportunity to unleash our potential, enabling us to operate with greater speed and agility. As a separate entity, we anticipate leveraging increased investments to drive meaningful innovation and enhance our impact on patient care.

• Acquire deep technical knowledge about our software as medical device products.

• Investigate customer reported issues, provide clear analysis notes and work with other software teams to respond and resolve within agreed time.

• Report on summary status of field cases and recommended course of actions to resolve.

• Operate as a “customer advocate” in the software product support lifecycle and feed back the Voice of the Customer back into the Product Team.

• Collaborate closely with development teams to report problems in software, propose fixes or design changes.

• Identify opportunities to improve troubleshooting techniques and building diagnostic tools.

• Understand and communicate application workflow and behavior to assist support teams.

• Maintain high standard of quality within the team by establishing good practices and habits.

• Work on initiatives to drive continuously improvements in processes and procedures. 

• Follow standards defined by the Food and Drug Administration for the medical device industry.

• Leverage Jira automation for efficient ticket handling as well as generating reports and metrics dashboards with PowerBI integration

Must Have:

Requires a Bachelor's degree and minimum of 4 years of relevant experience OR Master's degree with a minimum of 2 years relevant experience OR PhD with 0 years relevant experience.

Nice to Have:

• Experience with MedTech software solutions and regulatory standards

• Experience with Hypercare processes

• Familiarity with leveraging AI/LLM technologies

• Critical thinking and problem troubleshooting.

• Experience with Mobile applications and application software.

• Metrics and dashboards with PowerBI

• Experience working with Database

• Scripting and automation

• Automation with Atlassian Tools like Jira

• Good documentation skills

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. 

The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individ