Lead Specialist, Technical Support Engineer (Hybrid)

Stryker • Orlando, FL

110d

About The Position

As a Lead Specialist, 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.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• 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 This Job Offers

• Job Type: Full-time
• Industry: Miscellaneous Manufacturing
• Education Level: Bachelor's degree