Technical Support Engineer (Hybrid)

Stryker•Orlando, FL

3d•Hybrid

About The Position

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. This role will be working hybrid onsite a minimum of three days per week Tuesdays, Wednesdays and Thursdays from either: 4501 Vineland Road STE 105/108 in Orlando, Florida or in Fort Wayne Indiana 1950 W Cook Road.

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, medical records, and compliance standards such as HIPAA

Nice To Haves

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

Responsibilities

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