Software Support Engineer jobs in Colorado

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 

- 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