Senior Supportability and Escalations Manager (Hybrid) - Military Veterans

As a Senior Supportability and Escalations Manager, you will leverage cutting-edge technologies to enhance healthcare communications in mission-critical environments. This role offers the opportunity to drive significant product improvements and deliver vital support to ensure that our solutions are both impactful and sustainable. You will work in a culture that fosters personal and professional development and be part of a company that is proud of the work it does. At this time the team works onsite on Tuesdays, Wednesdays and Thursdays.

What You Will Do:

• Lead and collaborate with internal and third-party teams to resolve escalated customer issues efficiently.
• Champion product supportability, identifying requirements and advocating for changes that enhance user experience and solution reliability.
• Monitor and report on product defects and push for necessary enhancements to meet client and market needs.
• Ensure product documentation accuracy prior to new releases and manage the creation of troubleshooting guides.
• Develop and maintain knowledge base articles for use by both internal teams and external partners.
• Provide leadership and mentoring to junior team members, promoting a culture of learning and knowledge sharing.
• Facilitate both formal and informal training sessions for peers, customers, and partners to better understand and utilize our products.
• Innovate and develop tools and programs to elevate the quality of customer support provided by Stryker.

What You Need:

Requirements:

• Bachelor’s degree in Computer Science, Information Systems, or a related field.
• At least 6 years of professional experience in customer support within a software, SaaS, or systems development environment.
• Minimum of 3 years in a role focused on escalation management or advanced technical support.

Preferred:

• Strong technical acumen with exposure or experience to Product Management.
• Thorough understanding of support processes and frameworks, including case handling, escalation management, and customer satisfaction analysis.
• Demonstrated ability to build and deliver solutions leveraging distributed system architectures.

#IND1