Software Support Engineer II (Northridge, CA)

Careers that Change Lives

The Diabetes Operating Unit focuses on improving the lives of those within the global diabetes community. As a business, we strive to empower people with diabetes to live life on their terms by delivering innovation that truly matters and providing support in the ways they need it. We're committed to meeting people with diabetes where they are in their journey, always with an aim to make their lives easier. Our portfolio of innovative solutions is designed to provide customers greater freedom and better health, helping them achieve better glucose control, while spending less time managing their disease.

Check out this Diabetes patient story: ~~~

In this exciting role you will be part of the software operations team and perform root cause analysis of the customer software complaints.

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 of software complaints for level 2 and level 3 support and your contribution will impact patients around the world.

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.

This positions is onsite (hybrid, 3 days per week) in Northridge, CA

A Day in the Life

Responsibilities may include the following. In addition, other duties may be assigned:

• Diagnose system faults and data integrity issues, leveraging a deep understanding of how the system should operate.

• Collaborate closely with development teams to report software problems, propose fixes, or suggest design changes.

• Investigate customer-reported issues and coordinate with other software teams to respond and resolve them within SLAs.

• Report the summary status of open field cases and recommend courses of action to resolve them.

• Identify opportunities for improving troubleshooting techniques and building diagnostic tools.

• Understand and communicate application workflow and behavior to assist customers and/or customer support teams.

• Operate as a "customer advocate" in the product support lifecycle, including field issue resolution and maintenance releases, leveraging in-depth product and technical knowledge.

• Test, debug, and analyze software, tools, and utilities in accordance with software requirements.

• Understand and examine systems software design requirements.

• Recommend system improvements to increase efficiency.

• Ensure that system improvements are successfully implemented and monitored to increase efficiency.

• Generate systems software engineering policies, standards, and procedures.

• Guide team development efforts towards successful project delivery.

• Provide technical leadership to teammates through coaching and mentorship.

• Maintain high standards of software quality within the team by establishing good practices and habits.

• Assist in the collection and documentation of user requirements, development of user stories, estimates, and work plans.

• Follow and execute software engineering policies, standards, and procedures.

• Document and maintain accurate records in compliance with internal and external SOPs, policies, workflows, and regulations.

• Train team members in areas of expertise.

Must Have: Minimum Requirements

• Bachelor's degree in engineering, sciences or technology with 2+ years of relevant experience or a master's degree

Nice to Have

• Strong analytical skills

• Excellent time management skills for performing time-sensitive tasks

• Familiarity with troubleshooting Web and/or Mobile Applications, identifying, and fixing issues

• Proficiency in debugging applications: Analyzing and resolving issues by examining application logs, using diagnostic tools, performing testing, reproducing issues, and conducting thorough investigations

• Experience with commercial, customer-facing application portfolios

• Familiarity with the Software Development Lifecycle (SDLC)

• Deep understanding of relational databases and SQL, including designing, querying, and managing databases effectively

• Experience with automation and scripting, including familiarity with scripting languages such as Python, R, Bash, JavaScript, etc.

• Familiarity with Unix/Linux server environments and utilities

• Experience with Jira or alternative project management tools

• Exposure to AWS services

• Experience in software support or production engineer roles

• Experience in the health technology industry or other regulated industries

• Strong collaboration and communication skills to work closely with cross-functional teams, ensuring timely resolution of issues and continuous improvement of application performance

• Ability to assess and verify that software systems adhere to design specifications and requirements

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)

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 .

Min Salary

95200

Max Salary

142800

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.