Stryker is looking for a Staff Escalation Engineer – Level 3 Support(REMOTE) #EngineerJobs
Work Flexibility: Remote or Hybrid or Onsite Who we want: Analytical problem solvers. People who go beyond just fixing to identify root causes, evaluate optimal solutions, and recommend comprehensive upgrades to prevent future issues. Curious learners. Engineers who seek out cutting-edge research and information to expand and enhance their ability to develop software. Collaborative partners. People who build and leverage cross-functional relationships to bring together ideas, information, use cases, and industry analyses to develop best practices. What you will do: Stryker is looking for a dedicated, hands-on Senior Staff Escalation Engineer to join our growing organization. As part of the engineering team, you will be a resource to the customer support teams as a last recourse for technical escalations. You will resolve production problems across a wide variety of technologies such as networks, databases, server virtualization, cloud deployments and others. If there is a software problem, you will partner with the development team to create a fix or implement a temporary mitigation until a permanent solution becomes available. You will also participate in special projects for customer requests for feature customization or expansion. You will be a part of a team that provides on-call support to fix urgent customer issues. This position reports to the Senior Manager, Escalations. Responsibilities Organize and direct the investigation team: identify high-value activities, prioritize tasking, enlist the customers technical support team as needed, perform technical analysis on data, etc. Devise problem mitigation, if possible, provide guidance to stakeholders on strategies that avoid or minimize the issue for other customers at risk when a permanent fix is not immediately available. Summarize complex technical findings to leadership and non-technical stakeholders, dive into deep technical concepts when subject matter experts enter the discussion. Collaborate with the Quality Assurance department to communicate production related problems and coordinate the associated validation prior to customer deployment; incorporating new tests into the standard validation workflows Investigate and solve customer infrastructure problems (e.g. wired/wireless network, virtualization resources, authentication/security, etc.) that may be indirectly causing production problems, conduct functional and performance characterization to extract evidence of root cause Identify database underperformance issues and implement changes to resolve, make data changes to rectify incorrect input information Work with the Edge development teams to improve quality and support of production issues Tackle engineering tasks that may not be assigned to other engineering teams due to resource issues, including product development, integration testing, performance profiling, etc. Competencies Proven track record of understanding customer needs and delivering solutions, patient and flexible in meeting customer requirements Excellent analytical, verbal, and written communication skills Deep technical analysis and troubleshooting skills Results driven, hands on approach to product support in a collaborative environment with a customer driven focus Resourceful and able to solve complex problems through adapting technology and a thorough understanding of product architecture Proactive in the face of ambiguous or conflicting data, driven to continue problem investigation to tease out root cause Independent self-starter; able to complete projects on time with minimal guidance What you will need: Must Haves Bachelors degree in Computer Science or related field or equivalent 6+ years of software development experience with at least 3+ years experience full-stack work and troubleshooting Excellent proficiency with Linux (Oracle, Red Hat or CentOS preferred), exposure to system administration, shell scripting, network configurations, and server virtualization especially for cloud-based deployments with their respective infrastructure and services Experience with networking protocols including the ability to analyze network traffic, VLAN management and reverse engineer protocols Knowledge of databases (MSSQL T-SQL preferred), experience reviewing logs, pinpointing performance issues and manipulating data in the CLI Exposure to Java, Ruby or similar OOP languages, ability to follow code walkthroughs Nice to Haves: Candidates in the midwest locations are preferred due to customer locations. Exposure to IP telephony (e.g. CUCM, Freeswitch) or related technologies Knowledge and exposure to DevOps and automation technologies such as Ansible, Containers, Kubernetes, and related technologies Background in system metrics, log processing, Grafana, InfluxDB, ELK Stack (Elasticsearch, Kibana, Logstash), and similar technologies Familiarity with SOLID design principles and design patterns Exposure to the following software: Tomcat, Zookeeper, Openfire, and Hashicorp Vault Up to 5% domestic and/or international travel to customer sites as needed $109,500 – $232,500 salary plus bonus eligible + Benefits (Health, Vision, Dental, 401K, Tuition Reimbursement, Employee Assistance Program, Wellbeing Program, Employee Stock Purchase Program). This information reflects the anticipated salary range for this position based on current national data. Actual minimum and maximum may vary based on location. Individual pay is based on skills, experience, and other relevant factors. Travel Percentage: 10% Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer “ M/F/Veteran/Disability. Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information.