ProAssure Technical Services Specialist

About the role

Stryker is hiring a ProAssure Technical Services Specialist in Houston, Texas, to provide tactical technical sustainment and customer enablement for its ProAssure software and hardware solutions. The specialist works onsite and focuses on establishing repeatable technical processes, supporting day-to-day solution operations and helping customers identify, troubleshoot and resolve common issues before escalation to Technical Support or R&D teams.

Key responsibilities

• Provide onsite and remote technical support for ProAssure software and hardware, including deployment, sustainment, remediation and routine service.
• Troubleshoot with customers and support staff, determining whether issues relate to user operation, configuration, connectivity, hardware or software.
• Conduct device and site assessments covering connectivity, VLAN settings, device counts, naming conventions, software and firmware versions, mounting, cabling, HDMI connections, power and display configuration.
• Perform remediation such as power resets, configuration changes, device reprovisioning and swaps, and initiate RMA processes for confirmed hardware defects.
• Collect diagnostic data (logs, performance data, packet captures) and run regression and validation tests after updates or changes.
• Train customer IT, operational and clinical teams and partner with Technical Support, R&D and Customer Success to escalate complex issues.

Required profile

• Bachelor's degree in Computer Science, Engineering or a related field, or 6+ years of additional relevant experience in lieu of a degree.
• At least 4 years of network services experience in healthcare organizations, with in-depth knowledge of firewalls, VPNs, routing and switching protocols.
• Experience troubleshooting software, hardware, network connectivity and integrated technology solutions, and working with customer IT, operational or clinical teams in a healthcare setting.
• Ability to create technical documentation, troubleshooting guides or training materials, and to deliver customer service and technical training.
• Willingness to travel up to 25% within the US, including frequent local travel between customer sites.

Required skills

• Firewalls, VPNs, routing and switching protocols
• Structured troubleshooting and root cause analysis
• MS Office, especially Excel (preferred)
• Case management or service management systems (preferred)
• Healthcare communication, clinical technology, networking or connected medical devices (a plus)

Pay ranges are listed by U.S. work location, from $77,700 to $168,400 per year depending on the location.