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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.

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

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, 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.

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.