Senior Technical Support Engineer

Vocera is now part of Stryker and is looking for a Senior Technical Support Engineer. In this role, 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. Our Global Support Team works together 24x7 to take on technical challenges and provide a positive experience for our customers.

What You Will Do:

• You will document and manage customer issues and requests, 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.

• Partner with customers to design, scope, and implement design requests.

• Support customers during various shifts

What You Need:

Required Skills:

• Bachelores in Computer Science or related field.

• 4 to 8 years of experience in customer facing technical support role working in a hosted application.

• 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.

• Available for flexible work shifts / rotational shifts including night, weekends and holidays

Preferred Skills:

• 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.