Staff Engineer, Robotics Digital Support

Stryker - Fort Lauderdale, FL

Full-time - Mid Level

Fort Lauderdale, FL

Merchant Wholesalers, Durable Goods

About the position

The Staff Engineer, Robotics Digital Support is responsible for providing direct support to internal and external customers using Stryker's cloud system environment. This role involves designing scalable support processes, collaborating with Research and Development to establish troubleshooting protocols, and coordinating support among various vendors and internal teams to resolve complex system failures. The position emphasizes delivering excellent customer service and ensuring compliance with service level agreements.

Responsibilities

• Apply technical expertise to investigate issues, research solutions, and deliver excellent customer service via telephone, e-mail, and the web.
• Troubleshoot reported system failures according to defined processes to identify root causes and remediation plans.
• Identify cross-functional dependencies between teams to ensure execution alignment of troubleshooting, analysis, and incident resolution.
• Liaison between R&D and vendor teams 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 align technical services with cloud system capabilities.
• Schedule and lead vendor meetings between vendor technical resources and internal teams when necessary.
• Develop and configure tools for Robotics Clinical Operations teams to manage pre-operative planning, support incident management, system monitoring, and operational reporting/data analytics.
• Maintain accurate records of all support-related activity in the Robotics Digital Support ticketing system.
• Assist with root cause investigations as requested by Department Management.
• Participate in exploratory testing and engineering verification and validation activities to provide input on product improvements and serviceability.
• Disseminate issues and potential trends requiring investigation by internal resources.

Requirements

• Bachelor's degree in Software Engineering, Computer Science, or related discipline.
• 4+ years of work experience in a relevant field.

Nice-to-haves

• 4 years of experience in Information Technology.
• Experience with Internet Of Things (IoT) architecture and cloud-based platforms such as Azure, AWS, or GCP.
• Experience facilitating collaboration among multi-disciplinary teams for troubleshooting and issue resolution.
• Experience with ITIL Service Delivery basic concepts.
• Experience developing technical support process flows.
• Solid understanding of Data Privacy and Cybersecurity.
• Familiarity with medical device industry processes.

Benefits

• Medical and prescription drug insurance
• Dental insurance
• Vision insurance
• Critical illness insurance
• Accident insurance
• Hospital indemnity insurance
• Personalized healthcare support
• Wellbeing program
• Tobacco cessation program
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSAs)
• 401(k) plan
• Employee Stock Purchase Plan (ESPP)
• Basic life and AD&D insurance
• Short-term disability insurance