Technical Support Engineer; Hybrid

Overview

As a Technical Support Engineer, you will be working in a dynamic, fast-paced environment, ensuring Stryker's care.ai solutions are properly and effectively deployed. You will use your technical expertise to investigate issues, research solutions, craft solutions, and deliver excellent customer service via telephone, e-mail, and the web. This is not a call center; our support team works together to take on technical challenges and provide a positive experience for our customers.

• Document and manage customers’ reported issues, delivering excellent customer service and managing customer expectations
• Monitor and respond to customer inquiries, coordinate customer communication, assuring timely status updates and issue resolution
• Adhere to Client-defined SLAs for support time responsiveness and resolution
• Build proficiency in incident management systems such as Zendesk, Salesforce, etc., and maintain competency in tools leveraged
• Collaborate within the company, escalating issues and engaging others to solve hard problems
• Review product documentation prior to new releases and identify and advocate product supportability requirements and report product defects
• Observe security measures to safeguard information against accidental or unauthorized damage, modification or disclosure
• Protect the security of medical or sensitive records to preserve their confidentiality

Required:

• Bachelors in Information Technology, Engineering Technology, or Computer Science
• Demonstrated technical troubleshooting skills, including the ability to diagnose and analyze system issues
• Training on security principles, especially regarding the protection of sensitive data, medical records, and compliance standards such as HIPAA

Preferred:

• Minimum 2 years experience in customer facing technical support role within a hosted application environment is preferred
• Prior experience working with healthcare technology solutions and familiarity with healthcare environments, workflows, and standards
• Prior experience supporting and troubleshooting real-time audio/video streaming solutions
• Industry certifications related to cloud platforms, system integration, security, or similar relevant fields
• Prior experience in virtual nursing and/or patient monitoring systems

Health benefits include:
Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program. Financial benefits include:
Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short-term disability insurance. Stryker offers innovative products and services in Med Surg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually. Depending on customer requirements employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required to obtain various vaccinations as an essential function of their role.