Global Support Engineer II (Surgical Robotics)
About The Position
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. In-person exchanges are invaluable to our work. We’re working a minimum of 4 days a week onsite as part of our commitment to fostering a culture of professional growth and cross-functional collaboration as we work together to engineer the extraordinary. This position is onsite in North Haven, CT (minimum 4 days/week), and requires travel up to 40% of the time (primarily domestic; occasionally international). We are seeking a Global Support Engineer to join Medtronic’s Surgical Robotics organization, supporting the Hugo™ Robotic‑Assisted Surgery System. This is a highly visible, hands‑on technical role focused on ensuring system uptime, supporting complex clinical environments, and serving as the escalation point between Field Service, Engineering, R&D, and other cross‑functional teams. This role is well suited for someone who thrives in troubleshooting and understanding technical details, can navigate uncertainty and ambiguity, takes initiative without waiting for direction, and is comfortable operating under pressure in real‑world clinical environments. If you like solving problems that don’t yet have clear answers and figuring out what needs to be done next, you’ll feel at home here.
Requirements
- Bachelor’s degree in Engineering or a related technical field
- 2+ years of experience in technical support, service engineering, field service, systems engineering, or a similar hands‑on role
- Willingness to obtain and maintain all required vendor credentialing in accordance with hospital policies for access to operating rooms and sterile environments.
- This role requires a valid passport for travel outside of the United States
Nice To Haves
- Strong mechanical, electromechanical, software, or systems troubleshooting skills
- Able to operate confidently in high‑pressure clinical or customer environments
- Comfortable working independently and making complex decisions
- Willingness to travel and work flexible hours when urgent issues arise
- Experience supporting complex systems (robotics, capital equipment, medical devices, automation, aerospace, etc.)
- Experience interfacing with product engineering or R&D teams
- Hands‑on technical background (professional or personal) such as: Mechanical repair, Electronics troubleshooting, Software or networking fundamentals
- Comfortable navigating both technical and interpersonal challenges (including customer‑facing situations)
- For Baccalaureate degrees earned outside of the United States, a degree that satisfies the requirements of 8 C.F.R. § 214.2(h)(4)(iii)(A) is required.
Responsibilities
- Serve as Level 3 technical escalation support for Hugo robotic systems across the U.S. (and globally as needed)
- Act as the technical bridge between: Field Service Engineers, Product Engineering and R&D, Quality, Manufacturing, and Commercial teams
- Support system installs, repairs, and critical uptime events, including time‑sensitive escalations tied to live surgical cases
- Provide on‑site and remote technical support to field teams and, when needed, directly engage with hospital stakeholders alongside Sales and Leadership
- Identify issues, diagnose root causes, and drive Partner with Engineering and R&D to: Evaluate new concepts
- Provide feedback from real‑world use
- Influence design‑for‑service improvements
- Support early‑stage and complex product deployments, including clinical and post‑launch environments
- Document findings, contribute to technical reports, and support continuous improvement efforts
Benefits
- Health, Dental and vision insurance
- Health Savings Account
- Healthcare Flexible Spending Account
- Life insurance
- Long-term disability leave
- Dependent daycare spending account
- Tuition assistance/reimbursement
- Simple Steps (global well-being program)
- Incentive plans
- 401(k) plan plus employer contribution and match
- Short-term disability
- Paid time off
- Paid holidays
- Employee Stock Purchase Plan
- Employee Assistance Program
- Non-qualified Retirement Plan Supplement (subject to IRS earning minimums)
- Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums)
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What This Job Offers
Job Type
Full-time
Career Level
Principal
