Senior Technical Support Engineer (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 ThursdayWhat 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

Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program. Financial benefits include: Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short-term disability insurance. Stryker offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually. Depending on customer requirements employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required to obtain various vaccinations as an essential function of their role.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.