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Senior Cloud Support Engineer (Hybrid)
Jobs via Dice, Fort Lauderdale, Florida, United States, 33326
Job Title: Senior Cloud Support Engineer (Hybrid)
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Senior Cloud Support Engineer (Hybrid)
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Hybrid 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 support tasks such as pre-operative planning, 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 relevant experience. Experience with Internet of Things (IoT) architecture and cloud platforms such as Azure, AWS, or Google Cloud. Experience facilitating collaboration among multi-disciplinary teams for troubleshooting and issue resolution. Knowledge of ITIL Service Delivery concepts. Experience developing technical support process flows. Understanding of Data Privacy and Cybersecurity. High level of commitment, user and customer orientation, and a solution-oriented approach. Travel Percentage: 10% Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status.
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Join to apply for the
Senior Cloud Support Engineer (Hybrid)
role at
Jobs via Dice . Work Flexibility:
Hybrid 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 support tasks such as pre-operative planning, 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 relevant experience. Experience with Internet of Things (IoT) architecture and cloud platforms such as Azure, AWS, or Google Cloud. Experience facilitating collaboration among multi-disciplinary teams for troubleshooting and issue resolution. Knowledge of ITIL Service Delivery concepts. Experience developing technical support process flows. Understanding of Data Privacy and Cybersecurity. High level of commitment, user and customer orientation, and a solution-oriented approach. Travel Percentage: 10% Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status.
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