Staff Engineer, Robotics Digital Support

Stryker - Miami, FL

Full-time - Mid Level

Miami, FL

Merchant Wholesalers, Durable Goods

About the position

The Staff Engineer, Robotics Digital Support at Stryker is responsible for delivering 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 technical expertise, customer service, and effective communication to enhance customer experiences and ensure operational efficiency.

Responsibilities

• Apply technical expertise to investigate issues, research solutions, craft solutions, and deliver excellent customer service via telephone, e-mail, and the web.
• 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.
• 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 other engineering verification and validation activities to familiarize with new products and provide input on product improvements, serviceability, and potential customer support occurrences.
• Disseminate issues and potential trends requiring investigation by internal resources.

Requirements

• Bachelor's degree in Software Engineering, Computer Science, or related discipline and 4+ years of work experience.
• Minimum of 4 years of experience in Information Technology (preferred).
• 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 work.
• Familiarity with medical device industry processes preferred.

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