Senior Technical Support Engineer (Hybrid)

Stryker • Fort Wayne, IN

10d • $69,500 - $144,200 • 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: Tuesdays, Wednesdays and Thursdays; working from home Mondays and Fridays.

Requirements

• BA in Computer Science or related field, or 6+ years additional work experience
• Minimum 2 years experience in customer technical support role working in a hosted application environment

Nice To Haves

• 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

Responsibilities

• 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
• Collaborate within the company, escalating issues and engaging others to solve hard problems
• Review product documentation prior to new releases
• Report product defects and enhancement requests
• Identify and advocate product supportability requirements
• Partner with customers to design, scope, and implement design requests

Benefits

• Pay Ranges: USN: $69,500 - $110,900 USD Annual, US5: $73,000 - $116,400 USD Annual, US10: $76,500 - $122,000 USD Annual, US15: $79,900 - $127,500 USD Annual, US20: $83,400 - $133,100 USD Annual, US30: $90,400 - $144,200 USD Annual

What This Job Offers

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