Senior Technical Support Engineer (Hybrid)

Stryker Corporation; Fort Wayne (IN); Hybrid; Confidential; Full time

Benefits offered by this job

Hybrid work model

Travel opportunities

Job summary

Stryker Corporation in Fort Wayne, Indiana is seeking a Senior Technical Support Engineer to ensure Vocera solutions are deployed effectively. You will investigate issues, research solutions, and deliver exceptional customer service via phone, email, and web.

This role is onsite three days a week with remote work Monday/Friday, and includes occasional on‑call requirements. The ideal candidate has a BA in CS or related field (or 6+ years of relevant experience), strong customer support experience

Qualifications

• BA in Computer Science or related field, or 6+ years of experience
• Minimum 2 years experience in customer technical support role in hosted environment
• Experience with Linux system administration (RHEL preferred)
• Experience with data gathering tools and monitoring
• Experience with server virtualization technologies (VMware/Hyper‑V)
• Understanding of relational databases and SQL

Responsibilities

• Document and manage customer issues and requests with excellent service and clear expectations
• Monitor and respond to inquiries, coordinate communications, provide timely updates
• Collaborate across teams to escalate and resolve complex problems
• Review product documentation before new releases
• Report product defects and enhancement requests
• Identify and advocate product supportability requirements
• Partner with customers to design, scope, and implement design requests

Skills

Customer service excellence

Issue investigation

Communication

Collaboration

Documentation

Education

Bachelor's degree in Computer Science or related field

6+ years professional experience in lieu of degree

Tools

Command line

PowerShell

SSL/TLS PKI

LDAP

SQL scripting

VMware

Hyper-V

Job description

Work Flexibility: Hybrid

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.

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

What You Need:

• Required 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
• Preferred 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
• United States of America

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

View the U.S. work location and transparency guide to find the pay range for your location.

Travel Percentage: 10%

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 an EO employer – M/F/Veteran/Disability. Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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! For more information, visit: www.stryker.com

Work Flexibility Remote – Role allows you to work the majority to 100% of time from an alternate workplace. These roles could have travel expectations, and you must work within the country of the job requisition location.

Field-based – You can expect to regularly work a majority to 100% of time at customer facilities and has a set territory or expectation to travel within a set boundary. Almost all sales roles would likely be qualified as field-based.

Onsite – Role is 100% located at a Stryker facility. Some ad hoc flexibility may be available depending on role, level, and job requirements. Manufacturing roles and any role that requires physical presence at the office would qualify under this category.

Hybrid – You can expect to regularly work in both an alternate workplace and a Stryker facility. Roles that are partially remote or co-located would qualify as hybrid, and the expectation to be onsite would be defined and agreed upon by your manager/supervisor.