ProAssure Technical Services Specialist

About the job

The ProAssure Technical Services Specialist provides tactical technical sustainment and customer enablement for software and hardware solutions. You will also focus on establishing repeatable technical processes, supporting day to day solution operations, and driving approaches to identify, troubleshoot, and resolve common issues before escalation to Technical Support or R&D teams.

Primary work location is 6565 Fannin Street, Houston, TX 77030

What you will do:

• Provide onsite and remote technical support for ProAssure software and hardware solutions, including deployment, sustainment, remediation, and routine service activities.

• Perform structured troubleshooting and issue identification with customer end users and support personnel; determine whether issues are related to user operation, configuration, connectivity, hardware, or software.

• Conduct device and site assessments including connectivity and VLAN settings, device counts, naming conventions, software and firmware versions, mounting and placement, cabling, HDMI connections, power, and display configuration.

• Perform defined technical remediation activities including power resets, configuration changes, device reprovisioning, device swaps, and other approved service procedures; initiate RMA processes when hardware defects are confirmed.

• Collect and package relevant diagnostic data including system logs, performance data, packet captures, and other technical information to support Technical Support and R&D troubleshooting, root cause analysis, and issue resolution.

• Execute regression and validation testing following software updates, configuration changes, device swaps, and other technical changes to confirm expected solution behavior and identify unresolved issues.

• Partner with customer IT, operational, and clinical teams to build technical knowledge, provide hands on instruction, develop practical troubleshooting and support guidance, and reinforce appropriate issue identification, triage, and escalation practices.

• Collaborate with Technical Support, R&D, Customer Success, and other Stryker organizations to escalate complex issues requiring advanced troubleshooting or engineering support; provide clear documentation of diagnostic steps, findings, resolution activities, and recurring issues.

What you need:

Required:

• Bachelors in Computer Science, Engineering, or related field or in lieu of Bachelors 6+ years of additional relevant work experience
• Minimum 4 years experience in network services for healthcare organizations, including in-depth knowledge of firewalls, VPNs, routing, and switching protocols.
• Demonstrated experience troubleshooting software, hardware, network connectivity, and integrated technology solutions
• Experience working directly with customer IT, operational, or clinical teams in a healthcare environment
• Demonstrated ability to identify root causes, perform structured troubleshooting, and determine appropriate escalation paths
• Experience creating technical documentation, standard work, troubleshooting guides, or training materials
• Demonstrated success delivering customer service and technical training to end users and customer support personnel
• Ability to travel up to 25% within the US, including frequent local travel between customer sites within a designated geographic area

Preferred:

• Ability to work independently in customer environments and manage multiple technical activities through completion
• Proficiency with MS Office, especially Excel, and experience using case management or service management systems
• Experience with healthcare communication, clinical technology, networking, or connected medical devices is a plus

• United States of America Pay Ranges: • USN : $77,700 - $129,500 USD Annual
• US5 : $81,600 - $136,000 USD Annual
• US10 : $85,500 - $142,500 USD Annual
• US15 : $89,400 - $148,900 USD Annual
• US20 : $93,200 - $155,400 USD Annual
• US30 : $101,000 - $168,400 USD Annual
• View the U.S. work location and transparency guide to find the pay range for your location.