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 EST. 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: Tuesdays, Wednesdays and Thursdays; working from home Mondays and Fridays. What You Will Do: You will document and manage customer issues and requests, delivering excellent customer service and managing customer expectationsMonitor and respond to customer inquiries, coordinate customer communication, assuring timely status updates and issue resolutionYou will collaborate within the company, escalating issues and engaging others to solve hard problemsReview product documentation prior to new releasesYou will report product defects and enhancement requestsIdentify and advocate product supportability requirementsPartner with customers to design, scope, and implement design requests What You Need: Required BA in Computer Science or related field, or 6+ years additional work experienceMinimum 2 years experience in customer technical support role working in a hosted application environment Preferred Red Hat Enterprise Linux (RHEL) system administration knowledge is preferredPrior experience with tools such as Command line, power shell, performance monitor or other data gathering tools preferredPrevious system administration and support knowledge of Server Virtualization Hypervisors such as VMWare or Microsoft Hyper-VExperience with SSL/TLS certifications, the Public Key Infrastructure (PKI) and authentication protocols such as LDAP and 802.1xUnderstanding of relational database systems and SQL scripting United States of America Pay Ranges: USN: $69,500 - $110,900 USD AnnualUS5: $73,000 - $116,400 USD AnnualUS10: $76,500 - $122,000 USD AnnualUS15: $79,900 - $127,500 USD AnnualUS20: $83,400 - $133,100 USD AnnualUS30: $90,400 - $144,200 USD Annual View the U.S. work location and transparency guide to find the pay range for your location. 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 MedSurg, 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.