Technical Implementation Lead – Polyphonic Customer Success | Johnson & Johnson MedTech | UAE

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Sales Enablement

Job Sub Function:

Customer Success Management

Job Category:

Professional

All Job Posting Locations:

Abu Dhabi, Abu Dhabi, United Arab Emirates

Job Description:

About MedTech

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

We are searching for the best talent for Technical Implementation Lead – Polyphonic Customer Success.

Purpose

Johnson & Johnson MedTech Digital drives the development and deployment of digital solutions that enhance surgical, diagnostic, and therapeutic outcomes across the MedTech portfolio. Working at the intersection of medical devices, software, and data science, the team delivers scalable, secure, and user-centric products that improve clinician workflows and patient care. This role offers the chance to collaborate across cross-functional teams to accelerate digital innovation and translate clinical insight into real-world impact.

We’re hiring a hands on Technical Implementation Lead to own technical deployments of hardware and software across multiple hospital sites (Abu Dhabi, onsite). This is a fieldfacing, technically intensive role: the primary responsibility is to deliver, integrate, and support connected medical hardware and software in operating room and clinical environments. The role also requires project coordination with J&J internal and hospital stakeholders, including strong technical implementation capability, firstline troubleshooting, and the ability to work directly with hospital IT, biomed/clinical engineering, and clinical end users to remove real world blockers to successful adoption.

You will be responsible for:

Lead end‑to‑end technical delivery for site launches:

• Plan and execute site surveys, physical installs, cabling, power/UPS checks, rack/network termination, and device placement in ORs and clinical spaces.

• Validate hardware BOMs and parametering, image devices, provision endpoints, and perform device commissioning.
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Network, connectivity, and identity integration:

• Partner with hospital IT to configure and validate network requirements (VLANs, DHCP/static IP), firewall and proxy rules, and VPNs.

• Implement SSO/identity integrations (SAML, OIDC/OAuth, LDAP/AD, Okta), along with hospital and J&J internal teams (establishing VPN and certificate provisioning).

• Coordinate whitelisting, tenant setup, and IP/DNS requirements with hospital IT.
   

Connectivity testing & validation (cloud and endpoint dependencies):

• Validate outbound/inbound connectivity to cloud services, confirm required ports and endpoints, verify certificate chains, and manage token/API key configurations.

• Support edge/cloud failover scenarios, local caching strategies, and offline/latency mitigation approaches.
   

Integration and interoperability:

• Perform system integration testing with hospital systems (HL7/FHIR, PACS, EHR connectors such as Epic/Cerner), REST/WebSocket/ MQTT APIs, and medical device interfaces.

• Execute FAT/SAT/UAT and produce technical sign‑off artifacts.
   

First‑line technical support and escalation:

• Serve as first responder for field incidents (networking, device hardware, firmware, software crashes, logs), perform diagnostics (system heartbeat, traceroute, log analysis), and remediate or escalate to engineering/manufacturers.

• Maintain on‑call/site presence for go‑live hyper‑care and post‑launch support per SLAs.
   

Technical documentation & automation:

• Author and maintain installation playbooks, runbooks, SOPs, troubleshooting guides, and step‑by‑step checklists for site teams.

• Create and maintain automation scripts, deployment pipelines, or configuration management artifacts (e.g. Python/Bash, Ansible, Docker familiarity).
   

Vendor & stakeholder technical liaison:

• Coordinate with third-party vendors, device manufacturers, hospital IT/biomed, and clinical champions to ensure smooth implementation (e.g. resolve compatibility issues, update firewall parameters, support system updates, etc.).

• Provide technical onboarding sessions for clinical users and IT staff focused on operational/runbook tasks and troubleshooting steps.

Qualifications / Requirements:

Desired characteristics:

• UAE clinical credibility: hospital experience as a customer success manager, understands how to navigate governance and workflows 

• Stakeholder fluent: surgeons, OR staff, IT/biomed, hospital executives

• Training & Change Mgt: Experience owning site by site change plan and role-based training end to end. 

• Fast ramp: learns our product quickly; is able to become SME to install, support connectivity and troubleshoot on-site & in the OR environment

• Language & presence: English required; Arabic preferred. On-site across UAE

• Proof required: Resume/portfolio with customer success experience with successful outcomes 

Qualifications

Minimum (required):

• Bachelor's degree in Computer Science, Software Engineering, Information Systems, Biomedical Engineering, or related technical field; or equivalent practical experience.

• 5+ years of hands-on experience delivering software or systems implementations; 2+ years in a lead/technical lead role.

• Proven ability to lead senior client (hospital C suite) management and client-facing implementations.

• Excellent verbal and written communication in English; additional local language proficiency preferred when supporting regional customers.

• Willingness to travel across UAE

Preferred:

• Advanced degree (MS) in a technical discipline or MBA.

• Experience in MedTech, healthcare, or regulated industries and familiarity with regulatory and privacy frameworks (HIPAA, GDPR, ISO 13485).

• Certifications such as PMP, Certified ScrumMaster, AWS/Azure/GCP professional certs, or relevant security certifications (CISSP, CISM).

• Strong coaching and mentoring track record; ability to influence stakeholders and drive decisions.

 

 

Required Skills:

 

 

Preferred Skills:

Customer Alignment, Customer Analytics, Customer Centricity, Customer Experience Management, Customer-Support, Customer Support Operations, Customer Support Trends, Emerging Technologies, Fact-Based Decision Making, Process Improvements, Service Request Management, Technical Credibility, Technologically Savvy