Client Systems Engineer

Position Description: Vocera now a part of Stryker is looking for a Client Services Engineer(CSE), your mission will be to provide dedicated services and support to help doctors, nurses, clinical staff, IT organizations, and system administrators deliver extraordinary patient care using Vocera solutions. You will be working in a dynamic, fast-paced, collaborative environment in the post-deployment phase of the customer lifecycle. You will use your technical expertise to investigate issues, research solutions, create win-win outcomes, and deliver excellent customer service via telephone and email. You will use your technical expertise in partnership with clinical leads to implement and optimize solutions providing high-quality, high-value, end-user experiences.

As a CSE you provide remote services to customers around the world. Due to the geographic diversity of our customer base, work schedules are assigned between 6 am to 6 pm Pacific Time. This position reports to the Supervisor, Client Services

Responsibilities

• You will perform system upgrades and database rebuilds for all Vocera platform solutions; this includes architecting, planning, project management, implementing, documenting, and testing services.
• Copiously document customer information and activity in upgrade case notes and project documentation repositories.
• Lead customer communication, coordinating project timelines, assuring timely status updates and issue resolution.
• Tackle problems for customer environments for optimal system uptime.
• Develop and document standard practices and processes, authoring knowledge-based articles for internal and external use.
• Review product documentation before new releases, knowing the latest on Vocera products and solutions.
• Collaborate within the company, escalating issues and engaging others to solve hard problems.
• Collaborate with Sales, Professional Services, Technical Support, and Engineering teams.
• Provide formal and informal training to customers and partners.
• Perform and deliver system health reports and report product defects and improvement requests.
• Follow QA standard methodologies and be the advocate for a structured and well-designed QA approach.

Competencies

• Passionate about a quality customer experience and willing to step outside your technology comfort zone to meet Vocera's customer needs.
• Enjoy being part of a fast-paced, dynamic, and high-achieving team environment with high expectations.
• Strong organizational and multi-tasking skills with the ability to lead multiple simultaneous customer projects in both deployment and post-deployment environments.
• Strong analytical skills; adept at troubleshooting and problem-solving
• Excellent written and verbal communication skills with high attention to detail and ability to develop high-quality documentation.
• You should be inquisitive, customer-focused, hard-working, passionate about exploring a variety of technologies, having a strong desire to build your technical expertise.

Requirements

• BS in Computer Science or related field or equivalent.
• 5+ years of relevant experience in a customer-facing technical services or support role.
• Experience with administering and resolving issues in Linux systems.
• Demonstrable experience with installing, administering, and fixing Microsoft server-based environments, including experience with VMs, clusters, and distributed systems.
• Experience managing Microsoft SQL technologies.