Senior Staff Technical Support Engineer

Work Flexibility: Hybrid

As a Senior Staff Technical Support Engineer, you will be working in a dynamic, fast-paced environment, ensuring 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. Hours may vary from 6am to 6pm GST. Rare late shift work and on-call work on an as-needed basis.

Primary work location: 1950 West Cook Road, Fort Wayne, Indiana

 

What you will do:

 

• Document and manage customers’ reported issues, delivering excellent customer service and managing customer expectations
• Monitor and respond to customer inquiries, leading customer communication, assuring timely status updates and issue resolution
• Troubleshoot customer environments, research WLAN configuration and compatibility issues to solve problems and optimize the performance of Vocera
• Collaborate within the team and engage 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
• Mentor junior team members

What you need:

Required

• Bachelors in Computer Science or related field, or in lieu of Bachelors, 6+ years additional relevant work experience
• Minimum 6 years of experience in customer technical support working in a networking environment
• Hands on experience with VMWare and other virtualization technologies
• Demonstrated experience with wireless (802.11 a/b/g/n) infrastructure design, troubleshooting and wireless security 802.1x

Preferred:

• Experience troubleshooting wired and wireless issues on Voice over wireless applications, iPhone and Androids and Multicast using Wireshark, Omnipeek, Airmagnet, Ekahau
• Industry standard LAN technology knowledge
• Working knowledge of SIP, PBX/telephony systems
• Certifications in CWNA, CCNA, R&S, Wireless, or Aruba ACMA

·

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.