Lead Specialist, Technical Support Engineer (Hybrid)
Lead Specialist, Technical Support Engineer (Hybrid)
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Salary Not Disclosed
1 Vacancy
Job Description
As a Lead Specialist Technical Support Engineer you will be working in a dynamic fast-paced environment ensuring Strykers 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 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
Required Experience:
Unclear Seniority
Employment Type
Full-Time
