Principal Escalations Engineer

Join Stryker

It's time to join Stryker! At Stryker we are dedicated to improving lives, with a passion for researching and developing new medical device products. As an engineer at Stryker, you will be proud of the work that you will be doing, using cutting-edge technologies to make healthcare better. Here, you will work in a supportive culture with other incredibly talented and intelligent people, creating industry-leading medical technology products. You will also have growth opportunities as we have a culture that supports your personal and professional development.

What you will do:

1. Lead efforts to resolve customer service outages in an expedited manner and minimize the disruptions experienced by the clinical staff.
2. Record relevant data regarding a production issue, provide problem summary to non-subject matter experts.
3. Analyze problems and implement code changes or scripts to provide temporary mitigation to minimize disruption if a permanent fix is not immediately available.
4. 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.
5. 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.
6. Identify database underperformance issues and implement changes to resolve, make data changes to rectify incorrect input information.
7. Work with the Engage development teams to improve quality and support of production issues.
8. Tackle engineering tasks that may not be assigned to other engineering teams due to resource issues, including product development, integration testing, performance profiling, etc.

What you need:

Required qualifications:

• Bachelor's degree in computer science or related field, plus 8+ years of development experience.
• Demonstrated ability to review existing code base and refactor, if necessary, exposure to Java, Ruby and other OOP.
• Proficiency with Linux (Red Hat or derivative distro), exposure to system administration, shell scripting, network configurations, server virtualization and cloud deployments.
• Experience with networking protocols including the ability to analyze network traffic and reverse engineer protocols.
• Knowledge of databases, (Microsoft SQL Server preferred), experience reviewing logs, pinpointing performance issues and manipulating data in the CLI.
• Familiarity with SCM, code review processes, Agile/Kanban development methodologies.
• Familiarity with Jenkins or similar build and test automation tools.

Preferred qualifications:

• 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.
• Leverage Kubernetes expertise to support escalated customer issues, ensuring high availability and reliability of containerized applications.

$129,600 -286,500 salary plus bonus eligible + benefits. 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.