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, IN

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
• You will report product defects and enhancement requests
• Identify and advocate product supportability requirements

What You Need:

Required:

• BA in Computer Science or related field, or in lieu of Bachelors, 6+ years additional relevant work experience
• Minimum 2 years experience in customer technical support role working in a hosted application
• Ability to travel (10%) and be available for late shift or on-call as needed.

Preferred:

• Red Hat Enterprise Linux (RHEL) system administration knowledge is preferred
• Familiarity with Linux service and performance troubleshooting is a plus
• Knowledge of tools such as Command line, power shell, performance monitor or other data gathering tools preferred
• Familiarity with log analysis, correlating multiple log types for deep dive analysis
• Knowledge of system administration and support knowledge of Server Virtualization Hypervisors such as VMWare or Microsoft Hyper-V
• Basic understanding of SSL/TLS certifications with a basic understanding of Public Key Infrastructure (PKI)
• Basic understanding of authentication protocols such as LDAP and 802.1x
• Understanding of relational database systems and SQL scripting