Lead Specialist, Technical Support Engineer (hybrid)

Lead Specialist, Technical Support Engineer

As a Lead Specialist, Technical Support Engineer, you will work 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.

Primary Location working hybrid minimum three days per week onsite from 4501 Vineland Road STE 105/108 Orlando, FL

What You Will Do:

• Investigate, diagnose, and resolve platform support incidents by collaborating with internal teams and customers
• Serve as an escalation point for complex or high-impact support issues; ensure rapid resolution while maintaining customer satisfaction.
• Proactively identify trends in support issues and work cross-functionally to address systemic problems or product gaps
• Establish and maintain deep technical expertise of care.ai's platform, sensors and use-cases and lead root-cause analysis for recurring or major support incidents
• Serve as a technical expert for customers during and post-deployment, addressing configuration updates, performance tuning, and troubleshooting complex issues
• Ensure compliance with healthcare data privacy regulations (HIPAA) in all support operations and protect the security of records to preserve their confidentiality
• Observe security measures to safeguard information against accidental or unauthorized damage, modification or disclosure.
• Author knowledge-based articles for internal and external use and review product documentation prior to new releases

What You Need:

Required:

• Bachelors required in Information Technology, Computer Science, or an Engineering discipline
• Minimum 4 years of experience in external customer facing technical support or customer service roles
• Demonstrated experience in systems integration, technical architecture design, deployment, and end-to-end testing.
• Knowledge of and prior utilization of Cloud Services such as Google Cloud Platform, Amazon Web Services or Microsoft Azure
• Training on security principles, especially regarding the protection of sensitive data, medical records, and compliance standards such as HIPAA
• Prior experience with wired and wireless networking equipment, fundamentals, and standards including wireless protocols (802.11 a/b/g/n), TCP/IP networking concepts, routers, and network load balancers

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
• Industry certifications such as Google Cloud Digital Leader, AWS Cloud Practitioner

Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.