Senior Technical Support Engineer (Hybrid)

Stryker • Fort Wayne, IN

6d • $69,500 - $110,900 • Hybrid

About The Position

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 EST. 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.

Requirements

• 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.

Nice To Haves

• 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

Responsibilities

• 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 hard problems
• Report product defects and enhancement requests
• Identify and advocate product supportability requirements

Benefits

• 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 one of the world’s leading medical technology companies and, together with its customers, is driven to make healthcare better. We offer innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes.
• We are proud to be named one of the World’s Best Workplaces!

What This Job Offers

• Job Type: Full-time
• Career Level: Senior