Senior Technical Support Engineer (Hybrid)

Stryker Group; Fort Wayne (IN); Hybrid; USD 70,000 - 144,000; Full time

Job summary

Stryker Group in Fort Wayne, Indiana is seeking a Senior Technical Support Engineer to ensure Vocera solutions are deployed and supported. The role combines technical investigation, customer service, and cross-team collaboration in a non-call-center environment.

You will work onsite at Fort Wayne three days a week, with remote Mondays and Fridays, and participate in documenting issues, coordinating responses, and contributing to product knowledge.

Qualifications

• BA in Computer Science or related field or 6+ years of relevant experience.
• Minimum 2 years in customer technical support in a hosted environment.
• Ability to document and manage customer issues with clear communication.
• Experience with Linux system administration is preferred.
• Familiarity with virtualization, PKI, LDAP and SSL/TLS.
• Experience with SQL scripting and relational databases is a plus.

Responsibilities

• Document and manage customer issues and requests, delivering excellent service.
• Monitor and respond to inquiries, coordinate updates and resolutions.
• Collaborate with internal teams to escalate and solve problems.
• Review product documentation before new releases.
• Report defects and enhancement requests.
• Identify and advocate product supportability requirements.
• Partner with customers to design, scope, and implement design requests.

Skills

Customer support

Linux concepts

SQL scripting

LDAP authentication

Education

BA in Computer Science or related field

6+ years relevant experience

Tools

VMware

Hyper-V

PowerShell

Command line

RHEL

SSL/TLS

PKI

Job description

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.