{"id":2551873,"url":"https://alion.io/job/smithnephew-operational-technology-support-engineer-1","title":"Operational Technology Support Engineer 1","company":{"id":1768800,"name":"Smith+Nephew","domain":"smith-nephew.com","url":"https://alion.io/company/smith-nephew-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":80,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Alajuela, Costa Rica"],"countries":["CR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12500,"max_usd":36000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":957},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-14T18:11:12Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-15T03:08:56Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.\nResponsible for providing global operational and technical support for Operational Technology (OT) systems, including Tulip, eDHR-related applications, integrations, and associated manufacturing technologies used across Smith+Nephew manufacturing sites. Acts as the first point of contact for incident management, troubleshooting, system support, user assistance, and escalation coordination. Supports compliance with internal quality procedures, change control processes, data integrity requirements, cybersecurity standards, and applicable regulatory requirements, including FDA 21 CFR Part 11 and Good Documentation Practices (GDP) where applicable. Collaborates closely with Manufacturing, Quality, Engineering, IT, Operational Excellence, and external software vendors to ensure system availability, reliability, and continuous improvement of OT-supported solutions.\nThis position is a P1 level (for internal use only)\nWhat will you be doing?\nResponsibilities\nOT Application and Platform Support: Provide first and second-level support for OT systems, including Tulip applications, eDHR solutions, integrations, and supporting infrastructure. Troubleshoot incidents, investigate root causes, and coordinate resolutions with internal teams and external vendors. Monitor system performance and ensure timely issue resolution according to service level expectations.\nIncident, Problem, and Change Management: Manage and document incidents, service requests, problems, and changes using ServiceNow. Escalate critical issues appropriately and support major incident response activities. Identify recurring issues and participate in root cause analysis and corrective action initiatives.\nCompliance and Documentation: Maintain support documentation, knowledge articles, SOPs, work instructions, and troubleshooting guides. Ensure compliance with quality procedures, audit requirements, data integrity standards, and electronic records regulations. Support audit preparation, deviation investigations, and change control activities when required.\nContinuous Improvement and Projects: Participate in OT improvement initiatives, system deployments, upgrades, validation activities, and integration projects. Identify opportunities to improve support processes, increase system reliability, and reduce operational risks. Support implementation of new OT technologies and global standardization efforts.\nNote: The regular schedule for this position is Monday through Friday from 2:00 p.m. to 10:00 p.m. and Saturdays from 12:00 p.m. to 6:00 p.m. As part of the onboarding and training process, the selected candidate will temporarily work an administrative schedule (Monday through Friday from 8:00 a.m. to 5:00 p.m.) for approximately the first three months. Upon completion of the training period, the employee will transition to the regular schedule of the position.\nWhat will you need to be successful?\nEducation\nBachelor's degree in Information Technology, Computer Engineering, Industrial Engineering, Systems Engineering, Electronics Engineering, Automation Engineering, or a related technical field. \nLicenses/Certifications/Competencies\nITIL Foundation Certification (Preferred)\nTulip University Certifications (Preferred)\nMicrosoft Azure Fundamentals or equivalent technical certification (Preferred)\nExperience\nAt least 1 year of experience supporting manufacturing systems, Operational Technology, MES, eDHR, industrial software, or enterprise applications (Must)\nExperience with incident management platforms such as ServiceNow (Preferred)\nExperience supporting software applications in a regulated manufacturing environment (Preferred)\nExperience with Tulip, MES, SAP integrations, databases, APIs, or industrial connectivity solutions (Desirable)\nLanguague:\nAdvanced English (Must)\nKnowledge\nKnowledge of manufacturing systems and operational processes (Must)\nKnowledge of ITIL service management principles, technical documentation and knowledge management skills. (Preferred)\nCompetencies:\nIncident and problem-solving skills, \nstrong analytical and troubleshooting abilities, \neffective verbal and written communication skills, customer service orientation, ability to work in cross-functional and global environments.\nPhysical Demands\nAbility to sit and work at a computer workstation for extended periods\nAbility to occasionally move and install IT/OT equipment up to 25 lbs\nAbility to access manufacturing, laboratories, warehouse, and production environments following site safety requirements\nYou. Unlimited\nWe believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.\nInclusion + Belonging - Committed to Welcoming, Celebrating and Thriving. Learn more about our Employee Inclusion Groups on our website https://www.smith-nephew.com/\nYour future: stock purchase program, referral bonus, subsidy in transport and food, recognition program.\nWork/Life Balance: Extra days off, birthday off, voluntary hours.\nYour Wellbeing: company doctor, medical insurance, gym, health campaigns, employee assistance program, parental leave. \n Flexibility: Hybrid work model (for more professional roles), flexible schedules.\nTraining: Training program, unlimited learning.\nExtra perks: employees association, and more…\nStay connected by joining our Talent Community.\nWe're more than just a company - we'rea community! Follow us on LinkedIn to see how we support and empower our employees and patients every day.\nCheck us out on Glassdoor for a glimpse behind the scenes and a sneak peek into You. Unlimited., life, culture, and benefits at S+N.\nExplore our website and learn more about our mission, our team, and the opportunities we offer.","description_format":"text","description_chars":5808,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Flexible schedule","Health insurance","Hybrid work","Parental leave"],"hiring_locations":[{"name":"Costa Rica","iso":"CR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Surgical Instruments & Devices","Orthopedic & Spine Implants"],"lifecycle":[{"event":"open","at":"2026-10-14T18:11:12Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":18,"reasons":["conf:2","win:early","comp:junior,brand"],"computed_at":"2026-10-15T05:33:55Z"},"pay":null,"html_url":"https://alion.io/job/smithnephew-operational-technology-support-engineer-1","json_url":"https://alion.io/job/smithnephew-operational-technology-support-engineer-1.json","meta":{"generated_at":"2026-10-15T05:33:55Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8175,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1768800},"rest":"https://alion.io/mcp/rest/get_company?id=1768800"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsmithnephew-operational-technology-support-engineer-1"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsmithnephew-operational-technology-support-engineer-1"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsmithnephew-operational-technology-support-engineer-1"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/smithnephew-operational-technology-support-engineer-1\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsmithnephew-operational-technology-support-engineer-1"}]}