• Deliver mid‑ to advanced‑level technical support for hardware, software, networking, and Quadient product issues through phone, email, Teams, and screen‑share assistance. • Troubleshoot complex scenarios by leveraging problem‑solving skills, technical knowledge (PCB, schematics, power/voltage), and creative workarounds to resolve issues efficiently. • Manage technical escalations, mentor Level 2 Support Associates, and contribute to knowledge base articles and technical documentation. • Coordinate and oversee third‑party technicians, ensuring clear communication with end users, accurate billing, and a seamless service experience. • Maintain exceptional customer care, uphold Quadient’s EPIC values, and ensure accuracy in all communications, processes, and procedures. • Collaborate with Product Engineering and cross‑functional teams while staying proficient in department systems such as Salesforce, Workday, ServiceMax, MyQuadient, and internal knowledge tools.

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 ※こちらは障がい者採用枠の求人になります※ 職務内容 ＜ポジション名＞ Technical Support Specialist (CRM @ Tokyo) 医療関連データの管理・確認を中心とした、バックオフィス業務をご担当いただきます。 • ペースメーカー等の医療機器から送信される患者データの確認、および内容のダブルチェック • 未受信データがあった際の確認・再送対応（FAX機能等を使用） • 患者情報・個人情報の適切な管理、データ入力・更新業務 • 各種書類・データの整理、管理業務 • サービス利用施設の開設対応(Web設定) • （ご経験・ご希望に応じて）電話対応 開業医・医療機関向けの遠隔モニタリングサービスに関するサポート対応 利用方法や運用に関する問い合わせの一次対応 ＜勤務地＞ 品川本社 ＜部門について＞ カーディアックリズムマネジメント (CRM)は、メドトロニックの起源である心臓植込み型ペースメーカをはじめ、植込み型除細動器等、心臓植込み型デバイスを扱っている部署です。メドトロニックは本分野のPionneerであり、現在もトップメーカーとして医療に貢献をしています。 ＜Must Haves＞ Job Experience - 一般事務経験 Skill / Knowledge - PCスキル（Microsoft Office: Excel, Word, PowerPoint） Competency - 業務において正確性を重視し、確認作業を丁寧に行える方 - 判断に迷う場面やイレギュラーが発生した際に、自己判断で進めず、適切に確認・相談を行える方 - Teams等のチャットツールを活用したコミュニケーションに抵抗がなく、相手に伝わる形で簡潔かつ丁寧にやり取りができる方 - 業務マニュアルや運用ルールを正しく理解し、必要な情報を自ら確認しながら業務を進められる方 Education - 学士以上（学部・学科は問わない） ＜Nice to Haves＞ Job Experience - カスタマーサポートのご経験 Skill / Knowledge - PCスキル（Microsoft Office: PowerAutomate） - Ipad使用経験 ＜Working Style＞ - 基本フルリモート ベネフィット メドトロニックでは、会社の成功と社員の成長は共にあるべきであると考えています。社員一人ひとりの経済的、身体的、精神的な幸せを高められるような、充実した福利厚生と報酬プログラムを用意しています。 - 年間最大36万円の育児費用補助 - 家族に介護が必要になった場合や養子縁組の際などに6週間取得できる休暇制度 - ベビーシッターや保育園のマッチングサービス - メンタープログラムやe-learningなどを含むキャリア開発 - 女性の活躍を支援する社内キャリアネットワーク - 自社株購入制度　 　etc. その他 ＜諸手当＞ - 通勤手当、勤務時間外手当、休日勤務手当　etc. ＜休日＞ - 土曜日、日曜日、祝祭日　etc. ＜休暇＞ - 年次有給休暇、公傷病休暇、生理休暇、産前産後休暇、*私傷病休暇　etc. ＜勤務時間＞ - 9：00～17：30　 *障がい者手帳の写しを提出することで、障がいに関する関する治療、定期通院に私傷病休暇を取得できます。 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 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). 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

• Provide excellent support experience to customers via all relevant communication channels • Identify customer's needs, researching any existing issue in order to provide strategic solutions that will best address customer's needs while ensuring that any existing confusion is clarified • Ensure first contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance to our service standards • Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience • Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures • Build sustainable relationships and engage customers by taking the extra mile • Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Developer L3 / Product Support Engineer (Enterprise Integrations) Title: Developer L3 – Product Support Engineering Location: United States/Canada (Remote) Type: Full-time About the Role We're looking for a hands-on Developer L3 / Product Support Engineer to own complex, real-world issues in a mature enterprise platform that integrates with external systems such as physical access control systems (PACS). This is a blended role: - Part development-focused L3: deep-dive analysis, SQL, logs, root-cause. - Part product support engineering: working closely with Services, QA and Product teams, and sometimes directly with customer technical teams. This role spans two distinct but equally important support contexts: - Active project deployments (pre-go-live): working alongside the services delivery team to investigate and resolve blockers that arise as customers are being onboarded — new integrations, first-time feature deployments, and environments that don't behave like the lab. - Live production support: owning complex L3 escalations for customers already in production — performance degradation, integration failures, database instability, and anything the L1/L2 team can't resolve. Together, these give you full-lifecycle visibility: from first deployment through long-term production stability. You'll investigate and resolve high-impact issues in both contexts, analyse database and integration behaviour, and turn your findings into product improvements and internal knowledge articles. You'll work heavily with SQL Server, a .NET-style backend, scheduler-driven dataflows, PACS integrations (e.g. via APIs/adapters similar to Lenel OpenAccess), and a platform that runs on both cloud-native (Kubernetes) and on-premises infrastructure. We'll train you on the product and processes; you bring strong engineering fundamentals, curiosity and ownership. This is a US/Canada-based role operating Monday–Friday, and forms part of a growing global L3 team built for follow-the-sun coverage. What You'll Do Own complex issues end-to-end - Take L3-escalated tickets from investigation through to resolution and follow-up. - Work with customer DBAs and infrastructure teams on issues involving database performance, failover behaviour, and high-frequency queries. - Use logs, telemetry, SQL and configuration analysis to isolate and validate root causes. Support active project deployments (pre-go-live) - Be a technical resource for the services delivery team during customer rollouts — investigate blockers that arise when new features, adapters or integrations are deployed for the first time. - Troubleshoot issues in customer environments that don't reproduce locally: permissions, network topology, infrastructure differences (on-prem vs cloud, air-gapped environments). - Help validate that deployment runbooks, configuration guides and environment prereqs are accurate and repeatable before a customer goes live. Analyse and troubleshoot production behaviour - Investigate performance and stability issues (e.g. high-memory / high-frequency queries triggered by scheduled jobs). - Correlate application behaviour with external systems and APIs (e.g. PACS integrations via an OpenAccess-style API and adapter services). - Propose and verify remediation plans that are safe, consistent, and well-documented. Collaborate with internal teams - Partner with L1/L2 Support to clarify problem statements and define clear next steps. - Work with QA to reproduce defects, validate fixes and refine regression coverage. - Work with Product Engineering to raise bugs and enhancements, validate patches and influence design based on what you see in the field. Create and maintain knowledge - Convert recurring or high-value investigations into knowledge base articles, runbooks and troubleshooting guides. - Contribute to internal playbooks, decision trees and standard remediation patterns for L3 support. - Help refine escalation criteria and improve which issues should reach L3 versus earlier tiers. Contribute to product quality - Identify code, configuration or data patterns that drive incidents and feed that insight back into the product roadmap. - Participate in incident reviews and post-mortems; define preventative and hardening actions. - Where appropriate, design, code, and merge hotfixes and stability patches directly to the codebase, including scripts and data migrations. Typical Problems You'll Work On - Investigating database failovers caused by high-frequency reporting or sync queries. - Analysing synchronisation schedules (e.g. event sync every few minutes vs daily location sync) and their impact on load. - Tracing behaviour through APIs and adapters connecting to external systems (e.g. PACS/OpenAccess-style APIs) to find which job or feature is generating problematic queries. - Validating that proposed changes (schedules, indexing strategies, configuration adjustments, data cleanup patterns) are safe and repeatable. - Reviewing customer configuration of dataflows, schedules and integrations against best-practice guides and recommending improvements. - Debugging a deployment that works in the internal lab but fails in a customer environment — isolating whether the issue is permissions, infrastructure configuration, environment parity, or a product defect. - Helping the services team get hands-on with a newly released feature or component before they deploy it at a customer site. Tech Environment Microsoft SQL Server - T-SQL query analysis and tuning. - Indexing and execution plan reasoning. - Understanding of locking, isolation levels and HA/failover scenarios. Backend services in a .NET-style enterprise stack - Multi-tier application architecture. - Background services / schedulers for recurring jobs (event syncs, location syncs, reporting dataflows). Enterprise integrations - APIs and adapter services integrating with external systems, including physical access control systems (PACS) via OpenAccess-style APIs. - Log- and configuration-driven debugging across multiple components. Cloud-native and on-premises infrastructure - Kubernetes-based deployments: understanding how containerised services behave differently from traditional Windows-hosted applications. - On-premises and air-gapped environments: familiarity with deployment tooling and the challenges of environments with restricted connectivity. - Ability to reason about infrastructure differences between an internal lab and a customer environment (networking, permissions, resource constraints). Tooling & Workflow - Jira (or similar) for incident/issue tracking and workflow — including structured pre-production and support ticket types. - Confluence (or similar) for documentation, runbooks and knowledge base content. About You You're an engineer who enjoys debugging and understanding complex systems — whether that's a live production incident or a deployment blocker mid-rollout. You like being close to real customer problems and seeing them through to resolution. Must-haves - 3–5+ years in software engineering, application support engineering, SRE, or similar roles. - Strong debugging and problem-solving skills in distributed or integrated systems. - Solid experience with relational databases, ideally SQL Server: - Confident reading and reasoning about complex T-SQL queries. - Understanding indexes, query plans, and performance impact. - Comfortable working with logs, traces and configuration to correlate and explain system behaviour. - Experience with enterprise integrations (APIs, adapters, scheduled dataflows). - Excellent written and verbal communication: - Able to explain technical findings clearly to Support, Product and occasionally customer technical teams. - Able to write clear, actionable knowledge base articles and runbooks. - Proven ability to troubleshoot collaboratively in a remote/async environment (e.g. debugging over screen-share, leaving clear trail-of-thought comments in Jira). - A strong sense of ownership and follow-through: you close the loop and make sure issues truly stay resolved. Nice-to-haves (or things you'll learn here) - Experience with physical access control systems (PACS) or other security/compliance-critical integrations. - Prior L3 / product support or SRE-style on-call experience. - Familiarity with .NET (C#) or similar backend technologies used in enterprise environments. - Experience with Kubernetes, container orchestration, or cloud-native application stacks. - Exposure to on-premises or air-gapped deployment patterns and the tooling that supports them. - Experience with Jira and Confluence in a structured incident and knowledge-management setup. How We'll Support You You don't need prior experience with this exact product. You'll get: - Structured onboarding to our L3 workflows, SLAs and escalation paths — covering both project delivery support and production support processes. - Access to existing knowledge base articles, runbooks and past incident analyses. - Mentoring from experienced L3 engineers, QA and Support team members. - A counterpart in Europe: you'll be part of a two-person L3 team designed for follow-the-sun coverage, so handoffs and collaboration across time zones are built into the role. - Time explicitly set aside for learning, documentation and continuous improvement — not just ticket throughput.