Senior Technical Support Engineer

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

• 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

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

• 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

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.