Sr. Technical Services & Ongoing Support Specialist (TSOS) - Touch Surgery Ecosystem
Medtronic
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
- 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.
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 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 or local HR to understand the Work Conditions and Physical requirements that may be specific to each role.
U.S. Work Authorization & Sponsorship
At Medtronic, we are committed to fostering an environment where employees can thrive and make a meaningful impact. In alignment with our enterprise-wide workforce planning approach, U.S. work authorization sponsorship (H-1B, TN, J, etc.) is offered exclusively for Principal-level roles and above, where specialized expertise aligns with long-term business needs. Roles below the Principal level require candidates to possess unrestricted U.S. work authorization at the time of hire and for the duration of employment.
Join us in our mission to alleviate pain, restore health, and extend life—where your unique background and perspective are valued.
Benefits & Compensation
Medtronic offers a competitive Salary and flexible Benefits Package
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.
This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).The base salary range is applicable across the United States, excluding Puerto Rico and specific locations in California. The offered rate complies with federal and local regulations and may vary based on factors such as experience, certification/education, market conditions, and location. Compensation and benefits information pertains solely to candidates hired within the United States (local market compensation and benefits will apply for others).
The following benefits and additional compensation are available to those regular employees who work 20+ hours per week: 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).
The following benefits and additional compensation are available to all regular employees: 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).
Regular employees are those who are not temporary, such as interns. Temporary employees are eligible for paid sick time, as required under applicable state law, and the Employee Stock Purchase Plan. Please note some of the above benefits may not apply to workers in Puerto Rico.
Further details are available at the link below:
Medtronic benefits and compensation plans
About Medtronic
We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people.
We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.
Learn more about our business, mission, and our commitment to diversity here.
It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.
If you are applying to perform work for Medtronic, Inc. (“Medtronic”) in any position which will involve performing at least two (2) hours of work on average each week within the unincorporated areas of Los Angeles County, you can find here a list of all material job duties of the specific job position which Medtronic reasonably believes that criminal history may have a direct, adverse and negative relationship potentially resulting in the withdrawal of a conditional offer of employment. Medtronic will consider for employment qualified job applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.