Senior Staff Technical Support Engineer (Hybrid)

$89.3k - $148.8k

Full-time

Stryker

As a Senior Staff Technical Support Engineer, you will be working in a dynamic, fast-paced environment, ensuring Vocera solutions are properly and effectively deployed. You will use your technical expertise to investigate issues, research solutions, craft solutions, 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 to 6pm GST. Rare late shift work and on-call work on an as-needed basis.

Primary work location: 1950 West Cook Road, Fort Wayne, Indiana

What you will do:

Document and manage customers’ reported issues, delivering excellent customer service and managing customer expectations
Monitor and respond to customer inquiries, leading customer communication, assuring timely status updates and issue resolution
Troubleshoot customer environments, research WLAN configuration and compatibility issues to solve problems and optimize the performance of Vocera
Collaborate within the team and engage others to solve hard problems
Author knowledge-based articles for internal and external use
Review product documentation prior to new releases
Provide formal and informal training to customers and partners
Mentor junior team members

What you need:

Required

Bachelors in Computer Science or related field, or in lieu of Bachelors, 6+ years additional relevant work experience
Minimum 6 years of experience in customer technical support working in a networking environment
Hands on experience with VMWare and other virtualization technologies
Demonstrated experience with wireless (802.11 a/b/g/n) infrastructure design, troubleshooting and wireless security 802.1x

Preferred:

Experience troubleshooting wired and wireless issues on Voice over wireless applications, iPhone and Androids and Multicast using Wireshark, Omnipeek, Airmagnet, Ekahau
Industry standard LAN technology knowledge
Working knowledge of SIP, PBX/telephony systems
Certifications in CWNA, CCNA, R&S, Wireless, or Aruba ACMA

United States of America Pay Ranges:

USN : $89,300 - $148,800 USD Annual

View the U.S. work location and transparency guide to find the pay range for your location.

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Vacancy posted 9 days ago

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