Position Description: Vocera is now part of Stryker and is looking for a Senior Technical Support Engineer. In this role, 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. Our Global Support Team works together 24x7 to take on technical challenges and provide a positive experience for our customers.
What You Will Do:
You will document and manage customer issues and requests, 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.
Partner with customers to design, scope, and implement design requests.
What You Need:
BA in Computer Science or related field.
3+ years' experience in customer technical support role working in a hosted application.
Red Hat Enterprise Linux (RHEL) system administration knowledge is preferred.
Prior experience with tools such as Command line, power shell, performance monitor or other data gathering tools preferred.
Previous system administration and support knowledge of Server Virtualization Hypervisors such as VMWare or Microsoft Hyper-V.
Experience with SSL/TLS certifications, the Public Key Infrastructure (PKI) and authentication protocols such as LDAP and 802.1x.
Understanding of relational database systems and SQL scripting.
