Senior Staff Technical Support Engineer (Hybrid)

What you will do

• 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

What you need

• Required: Bachelors in Computer Science or related field, or 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

Preferred: 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

Pay

Pay Range: USN: $89,300 - $148,800 USD Annual

Benefits

• 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.

Schedule

Hours may vary from 6am to 6pm GST. Rare late shift work and on-call work on an as-needed basis.

Location

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