Senior Technical Support Engineer - Hybrid Onsite/Remote

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

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