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 PST.  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: Tuesday, Wednesday and Thursday

What You Will Do:

• You will document and manage customer issues, 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

What You Need:

Required

• BA in Computer Science or related field required or 6+ years additional relevant work experience
• 2+ years experience in customer technical support role or similar relevant experience
• Demonstrated experience with networking concepts and fundamental network protocols, preferably in Layer 2 and 3 and demonstrated experience with wireless infrastructure (802.11 a/b/g/n)

Preferred

• Certifications such as MCSA, RHCSA, CCNA, SIP, and Network+ are desirable.
• Training or experience with MS Windows, Red Hat Enterprise Linux (RHEL) system administration, and performance monitoring
• Demonstrated experience in server virtualization technologies like VMware or Microsoft Hyper-V
• Training or experience with authentication protocols (LDAP, 802.1x), SSL/TLS, and Public Key Infrastructure (PKI)
• Demonstrated experience with Wireshark and other data gathering tools
• Training or experience with VoIP systems: Cisco Call Manager, Asterisk, and Freeswitch and troubleshooting VoIP issues

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.