Sr Software Support Engineer
Careers that Change Lives
A Day in the Life
The Acute Care & Monitoring group develops products that are designed to collect patient information from around the hospital and ensure that caregivers can make the right decisions at the right time. We strive to improve patient outcomes by ensuring that when a problem emerges at the bedside, caregivers are aware of it and can respond quickly. We analyze and learn from patient data to find better ways to provide quality care for patients. Our products are deployed in care facilities across the globe and help to save and improve lives every day. A career at Medtronic is like no other. We’re purposeful. We’re committed. And we’re driven by our Mission to alleviate pain, restore health and extend life for millions of people worldwide.
This position is primarily responsible for investigating field issues related to our products, determining root cause and potential fixes, and providing workaround procedures to customers. The position also requires regular travel to customer sites to assist with new product installs, upgrades, or troubleshooting of existing installs, allowing you to learn about our customer environments, products, and user needs. You will act as the conduit between R&D and our customers, ensuring that R&D gets feedback on product performance and that customers get the information and support they need. You will also use your software development skills to fix field issues and maintain the cloud-based demo site used for sales and training.
Location: The candidate will need to be local to Boulder, Colorado
Travel: Up to 50%
Position Responsibilities:
- Become subject matter expert on full suite of AC&M product offerings
- Engage remotely and on-site with customers to investigate and document product issues
- Collaborate with support team and services team and provide them with technical documentation as needed
- Provide support and code changes for the cloud-based demo website used for sales and training
- Participate in customer technical meetings to understand emerging IT trends
- Thoroughly document and share field observations with R&D team
- Engage in Beta, Pilot and Limited Market Release efforts when bringing new products to the market.
- Collaborate with engineers cross-functionally to develop of new product features and capabilities
- Review monthly product feedback and translate it to action items
- Lead weekly defect triage meetings
- Must be available for after-hours or weekend support if emergency customer situations occur
- Expand and maintain the wiki used to document guidance for product support
- Provide guidance to customers on how best to configure their environment for our products
- Support efforts that ensure our products are available to be demonstrated by our Sales Team
- Examine product code to root cause issues and develop fixes
- Participate in cross-functional reviews of field issues
- Provide feedback to R&D on how to make products easier to deploy and support in the field
Must Have: Minimum Requirements
- Bachelors degree required
- Minimum of 4 years of relevant experience, or advanced degree with a minimum of 2 years relevant experience
Nice to Have
- Experience with C# programming language or similar
- Experience with SQL Server
- Experience with non-relational databases, such as MongoDB
- Experience with RabbitMQ or similar
- Experience with cloud environments, such as AWS or Azure
- Experience with using Active Directory for authentication and authorization
- Experience with virtualization technologies including VMWare and Azure
- Experience with networking concepts and troubleshooting
- Effective communication both verbally and in written form
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage. Learn more about our benefits here.
This position is eligible for a short-term incentive plan. Learn more about Medtronic Incentive Plan (MIP) on page 6 here.
The provided base salary range is used nationally (except in certain CA locations). The rate offered is compliant with federal/local regulations and may vary by experience, certification/education, market conditions, location, etc.
About Medtronic
Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.
We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.
Physical Job Requirements
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 individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager, recruiter or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)
