Senior Technical Support Engineer Hybrid
Senior Technical Support Engineer Hybrid
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
As a Senior Technical Support Engineer you will be working in a dynamic fastpaced environment ensuring Strykers Vocera solutions are properly and effectively deployed. You will use your technical expertise to investigate issues research solutions create winwin outcomes and deliver excellent customer service via telephone email 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 6am6pm PST. Rare late shift work and oncall work on an asneeded 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 HyperV
- 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
Required Experience:
Senior IC
Employment Type
Full-Time
