Technical Support Engineer (Hybrid)

As a 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:

• 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

What you need:

Required:

• 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

Preferred:

• Minimum 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