As a 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, California a minimum of three days a week: Tuesday, Wednesday and Thursday

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

Preferred

• 2 years experience in external, customer facing technical support role or similar relevant experience
• 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

$76,300.00 - $106,200 salary plus bonus eligible + benefits. Individual pay is based on skills, experience, and other relevant factors.