Technical Support Engineer

Position Summary

As a Technical Support Engineer at Stryker, you will be working in a dynamic, fast-paced environment, ensuring our care.ai solutions are properly deployed. You will leverage your technical expertise to investigate issues, research solutions, and deliver excellent customer service via telephone, email, and the web. This role emphasizes collaboration within our support team to tackle technical challenges and provide a positive experience for our customers.

Responsibilities

• Document and manage customers’ reported issues, delivering excellent customer service and managing customer expectations.
• Monitor and respond to customer inquiries, coordinating communication to assure 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 and Salesforce, maintaining competency in tools leveraged.
• Collaborate within the company, escalating issues and engaging others to solve complex problems.
• Review product documentation prior to new releases, identifying and advocating for product supportability requirements and reporting 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.

Requirements

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

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 MedSurg, Neurotechnology and Orthopaedics 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.