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 Thursday.

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

• 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.
• You will report product defects and enhancement requests.
• Identify and advocate product supportability requirements.

Required:

• BA in Computer Science or related field, or in lieu of Bachelors, 6+ years additional relevant work experience.
• Minimum 2 years experience in customer technical support role working in a hosted application.
• Ability to travel (10%) and be available for late shift or on‑call as needed.

Preferred:

• Red Hat Enterprise Linux (RHEL) system administration knowledge is preferred.
• Familiarity with Linux service and performance troubleshooting is a plus.
• Knowledge of tools such as Command line, Power Shell, performance monitor or other data gathering tools preferred.
• Familiarity with log analysis, correlating multiple log types for deep dive analysis.
• Knowledge of system administration and support knowledge of Server Virtualization Hypervisors such as VMWare or Microsoft Hyper‑V.
• Basic understanding of SSL/TLS certifications with a basic understanding of Public Key Infrastructure (PKI).
• Basic understanding of authentication protocols such as LDAP and 802.1x.
• Understanding of relational database systems and SQL scripting.

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 Med Surg, 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.