Support Engineer

Work Flexibility: Hybrid

As a Support Analyst, you will join the Process Excellence department to grow Stryker’s capabilities in automation, analytics, and continuous improvement. This position will contribute to the Process Excellence goals by ensuring a robust infrastructure for finance services. We are looking for an individual who excels at maintaining, developing, and scaling our service platforms for rapid growth through agile development practices, while keeping customer needs in mind. This technical role will also support tools, software, and platform integrations by diagnosing, troubleshooting, and debugging common problems. The Support Analyst plays a critical role in maintaining service quality, user satisfaction, and driving continuous improvement across business systems and applications.

What you will do:

Respond to and resolve user issues via ticketing systems, email, chat, or phone, in alignment with defined SLAs.

Assist with user account management, system configurations, and application permissions.

Diagnose, troubleshoot, and document incidents related to software applications, systems, and user access.

Escalate unresolved or complex issues to Tier 2/Tier 3 support or application owners as needed.

Collaborate with support engineers and business application managers to ensure a cohesive support process.

Participate in testing and deployment of application updates, patches, and enhancements.

Monitor system alerts and proactively address potential service disruptions.

Identify recurring issues and contribute to root cause analysis and continuous improvement initiatives.

Support onboarding activities by assisting new users with system access and training on standard tools.

What you need:

Bachelor’s degree in Information Systems, Computer Science, Business, or a related field, or equivalent work experience.

Fluent spoken and written English; additional languages are 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.

2+ years of work experience related to infrastructure support and/or application support.

1–3 years of experience in a technical support, helpdesk, or IT service environment.

Working knowledge of at least one general programming language (C# or Python preferred).

Working knowledge of scripting (e.g., PowerShell, Bash).

Ability to analyze business situations and apply excellent organizational, communication, and analytical skills in business case evaluation and requirements analysis.

Experience creating process flow diagrams and technical specifications.

Travel Percentage: 10%

R550118