Senior Technical Support Engineer (Hybrid)

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

Job summary

Stryker is seeking a Senior Technical Support Engineer to ensure Vocera solutions are properly deployed and supported. The role is onsite in Fort Wayne, IN, with remote days on Mondays and Fridays, and three on-site days per week.

You will investigate issues, research solutions, and deliver excellent customer service by phone, email, and web. Preferred candidates have strong Linux knowledge, virtualization experience, PKI/SSL, LDAP, and SQL scripting to support our hosted environments and

Qualifications

• BA in Computer Science or 6+ years of relevant experience.
• Minimum 2 years experience in customer technical support in a hosted environment.

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.
• 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.

Skills

Customer support

Hosted environment experience

Communication

Education

Bachelor's degree in Computer Science

Tools

PowerShell

Command line

Performance monitor

VMware

Hyper-V

PKI/SSL TLS

LDAP

SQL scripting

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.

Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program. Financial benefits include: Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short-term disability insurance.

Stryker offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually. Depending on customer requirements employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required to obtain various vaccinations as an essential function of their role.