Senior Technical Support Engineer (Hybrid)

Stryker; Indiana (PA); Hybrid; USD 70,000 - 140,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Stryker is seeking a Senior Technical Support Engineer to ensure Vocera solutions are deployed effectively. The role combines onsite collaboration in Fort Wayne, IN with remote work on Mondays and Fridays, and requires hands-on troubleshooting, documentation, and customer-focused problem solving.

Qualifications include a CS degree or equivalent experience and at least 2 years in hosted environment support. Strong Linux, virtualization, and security tooling knowledge is a plus.

Qualifications

• BA in Computer Science or related field, or 6+ years related experience.
• Minimum 2 years in a customer technical support role in a hosted environment.
• Strong communication and problem-solving in a fast-paced setting.

Responsibilities

• Document and manage customer issues, delivering excellent service and managing expectations.
• Monitor and respond to inquiries, coordinate updates and resolve issues in a timely manner.
• Collaborate internally to escalate and solve complex problems.
• Review product documentation prior to releases.
• Report defects and enhancement requests to improve the product.
• Partner with customers to design, scope, and implement requests.

Skills

Customer support

Problem solving

Communication

Team collaboration

Technical troubleshooting

Education

BA in Computer Science or related field

Tools

Red Hat Enterprise Linux (RHEL)

PowerShell

VMware / Hyper‑V

LDAP / PKI / SSL/TLS

SQL scripting

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.