Senior Cloud Support Engineer (Hybrid)
Senior Cloud Support Engineer (Hybrid)
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Salary Not Disclosed
1 Vacancy
Job Description
The Senior Digital Support Engineer drives the delivery of direct support to all internal / external customers utilizing Strykers cloud system environment. The incumbent will assist the Digital Support manager to design support processes that can scale to meet the needs of a quickly growing business. The Senior Digital Support Engineer will collaborate with Research and Development to define troubleshooting protocols and issue resolution sequences. Coordination of support amongst multiple vendors and internal teams to resolve complex system failure scenarios is a major component of this role. The Cloud Support team works together to take on technical challenges and provide a positive experience for our customers.
What You Will Do
Apply technical expertise to investigate issues research solutions craft solutions and deliver excellent customer service via telephone email and the web while assisting with root cause investigations and disseminating issues and potential trends requiring investigation by internal resources.
Troubleshoot reported system failures according to defined process to correctly identify root cause and remediation plan.
Clearly identify crossfunctional dependencies between teams to ensure execution alignment of troubleshooting analysis and incident resolution.
Liaison between R&D and vendor teams when necessary for escalated incidents.
Monitor service level agreements amongst vendors to ensure compliance with established standards.
Develop and execute support processes as new technology is released to ensure alignment of technical services and cloud system capabilities.
Schedule and lead vendor meetings between vendors technical resources and internal teams when necessary.
Develop and configure tools for the Robotics Clinical Operations teams to sustain business demand for tasks such as preoperative planning case management support incident management system monitoring and operational reporting / data analytics.
What You Need (Required Qualifications)
Bachelors degree in Software Engineering/ Computer Science or a related discipline and 2 years of technical support experience.
Preferred Qualifications
Minimum 4 years of relatable experience.
Experience with Internet Of Things (IOT) architecture and cloudbased platforms such as Azure AWS or GCP.
Experience facilitating collaboration amongst multidisciplinary teams to drive complex troubleshooting root cause analysis and issue resolution.
Experience with ITIL Service Delivery basic concepts.
Experience developing technical support process flows.
Solid understanding of Data Privacy and Cybersecurity.
Demonstrate a high level of commitment user and & customer orientation paired with a solutionoriented and structured approach to your work.
Required Experience:
Senior IC
Employment Type
Full-Time
