SME Technical Support Medius (ITP) at Stryker

San Antonio, Heredia, Costa Rica

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical DevicesIndustries

Requirements

Bachelor’s degree in Information Systems, Computer Science, Business, or a related field, or equivalent work experience
Fluent spoken and written English. Any other language is a plus
Proficient with support tools (e.g., ServiceNow, Zendesk, Jira) and ticketing systems
Familiarity with common enterprise applications (ERP, CRM, HRIS, etc.) and general IT concepts
3-4+ years of experience in an operational AP role or systems administration
Proficient in troubleshooting business applications and networking fundamentals
Experience using ITSM tools such as ServiceNow, Zendesk, or Jira Service Management
Familiarity with databases (SQL), scripting (PowerShell, Python), and APIs is a plus

Responsibilities

Investigate and resolve moderately complex incidents escalated from Tier 1 support
Analyze patterns of recurring issues and support root cause analysis in collaboration with Tier 3 or engineering teams
Maintain clear and detailed incident documentation and resolution notes
Troubleshoot application, system, network, and infrastructure issues, including logs and integrations
Assist with performance issues, data errors, and technical glitches in business-critical applications (e.g., Medius, ERP, CRM, custom systems)
Recreate user issues in test environments to isolate bugs or identify configuration errors
Liaise with development teams, third-party vendors, and infrastructure teams for issues requiring deeper technical expertise
Escalate unresolved incidents following defined SLAs and provide detailed diagnostics
Partner with Tier 1 teams to coach and enhance their technical troubleshooting knowledge
Perform routine system checks and scheduled maintenance, as well as monitor health indicators across key platforms
Manage user provisioning and access for more advanced configurations and integrations
Support deployments, application patches, and testing for new releases or updates
Support enhancements or new application support
Create and update technical documentation and knowledge base articles for Tier 1 and end-user use
Contribute to support playbooks, runbooks, and best practice guides
Recommend improvements to support processes, tooling, and automation based on ticket trends
Track and report on performance metrics related to incident resolution, response time, and quality
Provide training & onboarding support

Skills

Medius

ERP

CRM

Incident Management

Problem Management

Root Cause Analysis

Technical Troubleshooting

Log Analysis

System Monitoring

Network Troubleshooting

Infrastructure Support

SLA Management

Stryker

Develops and manufactures medical devices and equipment

About Stryker

Stryker develops and manufactures medical devices and equipment aimed at improving patient care and surgical efficiency. Their products include surgical tools, neurotechnology devices, and orthopedic implants, which are sold directly to hospitals and clinics. Stryker stands out from competitors by focusing on high-quality products and a commitment to advancing healthcare solutions. The company's goal is to enhance the overall healthcare experience for both patients and medical professionals.

Kalamazoo, MichiganHeadquarters

1941Year Founded

$423.3MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Benefits

Medical & prescription plans

Supplemental health benefits

Flexible Spending accounts

Employee Assistance Program

Short-term & long-term disability

Tuition reimbursement

401(k) plan

Employee Stock Purchase Plan

Risks

Integration challenges from acquisitions may strain Stryker's resources.

Rapid tech advancements risk obsolescence of Stryker's current products.

Regulatory scrutiny on acquisitions could delay Stryker's market entry.

Differentiation

Stryker's acquisitions enhance its minimally invasive surgical solutions portfolio.

Entry into the peripheral vascular segment diversifies Stryker's market presence.

Stryker's focus on AI integration boosts diagnostic accuracy and operational efficiency.

Upsides

Growing demand for minimally invasive solutions aligns with Stryker's strategic acquisitions.

The orthopedic implants market growth benefits Stryker's expanding product line.

Stryker's acquisition of Inari Medical positions it in a high-growth vascular market.

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