Sr. Technical Services & Ongoing Support Specialist (TSOS) - Touch Surgery Ecosystem

Medtronic • Washington, DC

1d • Remote

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. 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.

Requirements

• 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.

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 Firewall rules and secure network environments DNS, NTP, and proxy configuration
• Ability to interpret device logs and telemetry data to diagnose issues remotely
• Excellent verbal and written communication skills, with the ability to explain complex technical issues to varied audiences
• Self‑motivated, action‑oriented, and comfortable working remotely with a high degree of autonomy
• Familiarity with cloud-based platforms, preferably AWS, including: Basic system architecture concepts Monitoring and troubleshooting cloud-connected systems
• Experience with Linux-based systems (user or support level)
• Hands-on experience with Jira, ServiceNow, ServiceMax, PagerDuty, or similar ticketing / incident management tools
• 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

• 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

Benefits

• Medtronic offers a competitive Salary and flexible Benefits Package
• 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, and 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), and Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level