- Orlando, FL, 32803, US
- United States of America-Indiana-Fort Wayne
- United States of America-Michigan-Kalamazoo
Related content
Why join Stryker?
Looking for a place that values your unique talents? Discover Stryker's award-winning culture.
We are proud to offer you our total rewards package which includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards – not to mention various social and recreational activities, all of which are location specific.
Job description
As a Senior Staff Technical Support Engineer, you will be working in a dynamic, fast-paced environment, ensuring Styker's 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.
What you will do:
- Document and manage customers reported 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
- Collaborate within the company, escalating issues and engaging 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
- Report product defects and enhancement requests
- Identify and advocate product supportability requirements
What you need:
Required:
- BA in Computer Science or related field, or 6+ years additional equivalent work experience
- 6+ years experience in customer technical support working in a hosted application environment.
- Demonstrated Linux experience.
Preferred:
- RHCE and or RHCSA certification desired
- System Admin knowledge of SSL, Networking, Load Balancer, and Data Base
- Ability to lead and mentor developing team members
- Track record of proving superior customer service
#IND1