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.<h1>A Day in the Life</h1>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 Medtronics 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.<ul><li>Acquire deep technical knowledge about our software as medical device products.</li><li>Investigate customer reported issues, provide clear analysis notes and work with other software teams to respond and resolve within agreed time.</li><li>Report on summary status of field cases and recommended course of actions to resolve.</li><li>Operate as a “customer advocate” in the software product support lifecycle and feed back the Voice of the Customer back into the Product Team.</li><li>Collaborate closely with development teams to report problems in software, propose fixes or design changes.</li><li>Identify opportunities to improve troubleshooting techniques and building diagnostic tools.</li><li>Understand and communicate application workflow and behavior to assist support teams.</li><li>Maintain high standard of quality within the team by establishing good practices and habits.</li><li>Work on initiatives to drive continuously improvements in processes and procedures. </li><li>Follow standards defined by the Food and Drug Administration for the medical device industry.</li><li>Leverage Jira automation for efficient ticket handling as well as generating reports and metrics dashboards with PowerBI integration</li></ul>Must Have:Requires a Bachelors degree and minimum of 4 years of relevant experience OR Masters degree with a minimum of 2 years relevant experience OR PhD with 0 years relevant experience.Nice to Have:<ul><li>Experience with MedTech software solutions and regulatory standards</li><li>Experience with Hypercare processes</li><li>Familiarity with leveraging AI/LLM technologies</li><li>Critical thinking and problem troubleshooting.</li><li>Experience with Mobile applications and application software.</li><li>Metrics and dashboards with PowerBI</li><li>Experience working with Database</li><li>Scripting and automation</li><li>Automation with Atlassian Tools like Jira</li><li>Good documentation skills</li></ul>Physical Job RequirementsThe 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.<h1>Benefits &amp; Compensation  </h1>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.  Salary ranges for U.S (excl. PR) locations (USD):$100,800.00 - $151,200.00This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).<h2></h2><h2></h2>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:<a href="https://www3.benefitsolver.com/benefits/BenefitSolverView?page_name=signon&amp;co_num=30601&amp;co_affid=medtronic" target="_blank">Medtronic benefits and compensation plans</a><h1>About Medtronic</h1><h1></h1>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&amp;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 <a href="http://www.medtronic.com" target="_blank">here</a>.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.<div><div><div><div><div><div><div>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 <a href="https://www.medtronic.com/content/dam/medtronic-wide/public/united-states/employee-support-services/careers/la-county-legal-notice.pdf" target="_blank">here</a> 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.</div></div></div></div></div></div></div>