Principal Technical Services Support Specialist

Medtronic; Remote; INR 8,00,000 - 12,00,000; Full time

Job summary

A leading healthcare technology company located in India is seeking a Technical Services and Ongoing Support Specialist to provide exceptional customer service and support for their innovative surgical video ecosystem. The ideal candidate will have over 5 years of technical support experience, strong problem-solving skills, and the ability to communicate complex technical issues effectively. This role involves working closely with sales and implementation teams to ensure customer satisfaction and drive success in our services.

Benefits

Competitive salary

Flexible benefits package

Short-term incentive plan

Qualifications

• 5+ years of experience in technical support, field service, or customer support.
• Expertise in troubleshooting software and effective communication.
• Strong knowledge of network infrastructure and device diagnostics.

Responsibilities

• Deploy and maintain surgical video ecosystem.
• Act as primary contact for customer issues.
• Design technical support structures.

Skills

Technical support experience

Customer service

Project management

Communication skills

Problem-solving

Education

Full-time graduate

Tools

JIRA

ServiceNow

ServiceMax

Job description

A Day in the Life

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.

At Medtronic we are working to improve how healthcare addresses the needs of more people, in more ways and in more places around the world. As one company, we can accelerate and advance our ability to create meaningful innovations – but we will only succeed with the right people on our team! Digital Technologies is Medtronic’s business unit implementing cutting‑edge AI technology and computer vision in the operating room (OR) and surgical training. Our goal is to deliver safer surgery around the world.

Our Touch Surgery ecosystem solution is an innovative video management, data analytics, and live‑stream platform for hospitals that includes the DS1 computer, our first OR device, allowing surgeons, OR team members, and trainees to securely access videos of their procedures shortly after surgery.

As we expand our Touch Surgery ecosystem solution, this is an exciting opportunity to join the company. The Technical Services and Ongoing Support Specialist (TSOS) within the Customer Success team is responsible for providing remote and (in selected circumstances) on‑site technical support to our custom computing devices while driving customer satisfaction through exemplary customer service and effective communication. As part of a Customer Success team, your responsibilities will follow the customer journey, including technical support during pre‑sales, implementation, go‑live and post‑go‑live. You’ll be a part of a global team, and a key partner to sales, product, and engineering teams. In order to be the perfect candidate, you need to have a positive attitude, strong project management skills, and be an effective communicator to various stakeholder groups, being able to adapt to change in a dynamic environment.

Responsibilities

• Assist in the deployment and maintenance of our surgical video ecosystem.
• Maintain a deep understanding of surgical video management systems.
• Act as a primary point of contact and issue triage/resolution for our live customers.
• Assist in the design and refinement of our technical support structures in line with our overall global support strategy.
• Resolve issues and troubleshoot, both remotely and through some localized field support.
• Support the implementation team, including on‑site pre‑installation surveys, installation, maintenance and upgrades.
• Interface and build relationships with sales and implementation personnel to provide a unified voice to the customer.

Must Have(s)

• 5+ years of relevant experience as a technician, field service or customer support role.
• Experience troubleshooting software issues and communicating effectively with customers.
• Experience with network infrastructure and technologies, including IP address assignment and firewall configuration management.
• Proven ability to configure and troubleshoot devices to connect to customer NTP, DNS, and proxy servers.
• Experience leveraging device logs or other debugging methods to remotely diagnose issues.
• Responsive problem solver and action‑oriented in resolving customer issues and meeting customer requirements.
• Excellent verbal and written communication skills.

Nice to Haves

• Preferable knowledge of video, streaming and imaging technologies.
• Experience with cloud‑based solutions, preferably AWS, with knowledge of basic system architecture, services, and tools available.
• Strong computer skills and experience with ERP, JIRA, ServiceNow or ServiceMax.

Education: Any full‑time graduate.

About Medtronic

Bold thinking. Bolder actions. We are 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 90,000+ passionate people. Powered by our diverse knowledge, insatiable curiosity, and desire to help all those who need it, we deliver innovative technologies that transform the lives of two people every second, every hour, every day. Expect more from us as we empower insight‑driven care, experiences that put people first, and better outcomes for our world.

In everything we do, we are engineering the extraordinary.

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.

Benefits & Compensation

Medtronic offers a competitive salary and flexible benefits package. A commitment to our employees’ lives is 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).

Learn more about our business, mission, and our commitment to diversity here.