Senior Staff Technical Support Engineer (Hybrid)

Work Flexibility: Hybrid

As a Senior Staff Technical Support Engineer, you will be working in a dynamic, fast-paced environment, ensuring Stryker's Vocera solutions are properly and effectively deployed. You will use your technical expertise to investigate issues, research solutions, craft solutions, and deliver excellent customer service via telephone, e-mail, and the web. This is not a call center; our support team works together to take on technical challenges and provide a positive experience for our customers. Open to fully remote for exceptional candidates who are not located near a major Stryker support location.

What you will do:

• Document and manage customers reported issues, delivering excellent customer service and managing customer expectations
• Monitor and respond to customer inquiries, coordinate customer communication, assuring timely status updates and issue resolution
• Collaborate within the company, escalating issues and engaging others to solve hard problems
• Author knowledge-based articles for internal and external use
• Review product documentation prior to new releases
• Provide formal and informal training to customers and partners
• Report product defects and enhancement requests
• Identify and advocate product supportability requirements

What you need:

Required:

• BA in Computer Science or related field, or 6+ years additional equivalent work experience
• 6+ years experience in customer technical support working in a hosted application environment.
• Demonstrated Linux experience. 

Preferred:

• RHCE and or RHCSA certification desired
• System Admin knowledge of SSL, Networking, Load Balancer, and Data Base
• Ability to lead and mentor developing team members
• Track record of providing superior customer service

#IND1

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 contractor’s legal duty to furnish information.