Senior Technical Support Engineer (Hybrid)

Senior Technical Support Engineer

As a Senior 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, create win-win outcomes, 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-6pm PST. Rare late shift work and on-call work on an as-needed basis. This role is onsite in Fort Wayne, Indiana a minimum of three days a week: Tuesday, Wednesday and Thursday.

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

What You Will Do:

• You will document and manage customer 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 complex problems
• Review product documentation prior to new releases
• You will report product defects and enhancement requests
• Identify and advocate product supportability requirements

What You Need:

Required

• Bachelors in Computer Science required or in lieu of Bachelors, 6+ years additional relevant work experience
• Minimum 2 years experience in external, customer facing technical support role or similar relevant experience
• Demonstrated experience with networking concepts and fundamental network protocols

Preferred

• Certifications such as MCSA, RHCSA, CCNA, SIP, and Network+ are desirable.
• Training or experience with MS Windows, Red Hat Enterprise Linux (RHEL) system administration, and performance monitoring
• Demonstrated experience in server virtualization technologies like VMware or Microsoft Hyper-V
• Training or experience with authentication protocols (LDAP, 802.1x), SSL/TLS, and Public Key Infrastructure (PKI)
• Demonstrated experience with Wireshark and other data gathering tools
• Training or experience with VoIP systems: Cisco Call Manager, Asterisk, and Freeswitch

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.