ProAssure Technical Services Specialist
Stryker
Summary
The ProAssure Technical Services Specialist provides tactical technical sustainment and customer enablement for software and hardware solutions. You will also focus on establishing repeatable technical processes, supporting day to day solution operations, and driving approaches to identify, troubleshoot, and resolve common issues before escalation to Technical Support or R&D teams.
Job description
What you will do:
- Provide onsite and remote technical support for ProAssure software and hardware solutions, including deployment, sustainment, remediation, and routine service activities.
- Perform structured troubleshooting and issue identification with customer end users and support personnel; determine whether issues are related to user operation, configuration, connectivity, hardware, or software.
- Conduct device and site assessments including connectivity and VLAN settings, device counts, naming conventions, software and firmware versions, mounting and placement, cabling, HDMI connections, power, and display configuration.
- Perform defined technical remediation activities including power resets, configuration changes, device reprovisioning, device swaps, and other approved service procedures; initiate RMA processes when hardware defects are confirmed.
- Collect and package relevant diagnostic data including system logs, performance data, packet captures, and other technical information to support Technical Support and R&D troubleshooting, root cause analysis, and issue resolution.
- Execute regression and validation testing following software updates, configuration changes, device swaps, and other technical changes to confirm expected solution behavior and identify unresolved issues.
- Partner with customer IT, operational, and clinical teams to build technical knowledge, provide hands on instruction, develop practical troubleshooting and support guidance, and reinforce appropriate issue identification, triage, and escalation practices.
- Collaborate with Technical Support, R&D, Customer Success, and other Stryker organizations to escalate complex issues requiring advanced troubleshooting or engineering support; provide clear documentation of diagnostic steps, findings, resolution activities, and recurring issues.
What you need:
Required:
- Bachelors in Computer Science, Engineering, or related field or in lieu of Bachelors 6+ years of additional relevant work experience
- Minimum 4 years experience in network services for healthcare organizations, including in-depth knowledge of firewalls, VPNs, routing, and switching protocols.
- Demonstrated experience troubleshooting software, hardware, network connectivity, and integrated technology solutions
- Experience working directly with customer IT, operational, or clinical teams in a healthcare environment
- Demonstrated ability to identify root causes, perform structured troubleshooting, and determine appropriate escalation paths
- Experience creating technical documentation, standard work, troubleshooting guides, or training materials
- Demonstrated success delivering customer service and technical training to end users and customer support personnel
- Ability to travel up to 25% within the US, including frequent local travel between customer sites within a designated geographic area
Preferred:
- Ability to work independently in customer environments and manage multiple technical activities through completion
- Proficiency with MS Office, especially Excel, and experience using case management or service management systems
- Experience with healthcare communication, clinical technology, networking, or connected medical devices is a plus
Requirements
- Bachelors in Computer Science, Engineering, or related field or in lieu of Bachelors 6+ years of additional relevant work experience
- Minimum 4 years experience in network services for healthcare organizations, including in-depth knowledge of firewalls, VPNs, routing, and switching protocols.
- Demonstrated experience troubleshooting software, hardware, network connectivity, and integrated technology solutions
- Experience working directly with customer IT, operational, or clinical teams in a healthcare environment
- Demonstrated ability to identify root causes, perform structured troubleshooting, and determine appropriate escalation paths
- Experience creating technical documentation, standard work, troubleshooting guides, or training materials
- Demonstrated success delivering customer service and technical training to end users and customer support personnel
- Ability to travel up to 25% within the US, including frequent local travel between customer sites within a designated geographic area
- Ability to work independently in customer environments and manage multiple technical activities through completion
- Proficiency with MS Office, especially Excel, and experience using case management or service management systems
- Experience with healthcare communication, clinical technology, networking, or connected medical devices is a plus
Company overview
Stryker is a global leader in medical technology, founded in 1941 by Dr. Homer Stryker and headquartered in Kalamazoo, Michigan. As one of the world's premier medical device companies, Stryker operates across three major business segments: Medical and Surgical Equipment, Orthopaedics and Spine, and Neurotechnology. The company impacts more than 150 million patients annually through its innovative products and services sold in over 75 countries worldwide. With approximately 53,000 employees globally and annual sales of $22.6 billion in 2024, Stryker maintains a strong commitment to research and development, investing $1.5 billion in R&D annually. The company's diverse portfolio includes surgical instruments, orthopedic implants, neurovascular devices, endoscopic systems, and advanced digital healthcare solutions. Stryker is recognized for its Mako robotic-assisted surgery systems and has been consistently ranked as one of Fortune's World's Best Workplaces for eight consecutive years, demonstrating its commitment to corporate culture and employee development.