Senior Cloud Support Engineer (Hybrid) - #252996

The Senior Digital Support Engineer drives the delivery of direct support to all internal / external customers utilizing Stryker’s 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, e-mail, 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 cross-functional 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 vendor’s 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 pre-operative planning case management, support incident management, system monitoring, and operational reporting / data analytics.
  
  

What You Need (Required Qualifications)

• Bachelor's 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 cloud-based platforms such as Azure, AWS or GCP.
• Experience facilitating collaboration amongst multi-disciplinary 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 solution-oriented and structured approach to your work.
  
  

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.