Senior Staff Technical Support Engineer (Hybrid)
$89.3k - $148.8kStryker
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
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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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