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 San Jose, CA a minimum of three days a week: Tuesday, Wednesday and Thursday. Primary work location is: 5900 Optical Ct, San Jose, CA 95138.

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
• You will collaborate within the company, escalating issues and engaging others to solve hard 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 or related field, or 6+ years additional related work experience
• Minimum 2 years experience in customer facing technical support role working in a hosted application

Preferred

• Red Hat Enterprise Linux (RHEL) system administration knowledge is preferred
• Prior experience with tools such as Command line, power shell, performance monitor or other data gathering tools preferred
• Previous system administration and support knowledge of Server Virtualization Hypervisors such as VMWare or Microsoft Hyper-V
• Experience with SSL/TLS certifications, the Public Key Infrastructure (PKI) and authentication protocols such as LDAP and 802.1x
• Understanding of relational database systems and SQL scripting

$89,800.00 - $139,600 salary plus bonus eligible + generally eligible for short-term and long-term financial incentives + benefits. Individual pay is based on skills, experience, and other relevant factors. 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.