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 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 PST. Rare late shift work and on-call work on an as-needed basis. This role is onsite in San Jose, CA a minimum of three days a week: Tuesday, Wednesday and Thursday
What You Will Do:
- You will document and manage customer 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
- You will collaborate within the company, escalating issues and engaging others to solve hard problems
- Review product documentation prior to new releases
- You will 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 work experience
- 2+ years experience in customer technical support role working in a hosted application
Preferred
- Red Hat Enterprise Linux (RHEL) system administration knowledge is preferred
- Prior experience with tools such as Command line, power shell, performance monitor or other data gathering tools preferred
- Previous system administration and support knowledge of Server Virtualization Hypervisors such as VMWare or Microsoft Hyper-V
- Experience with SSL/TLS certifications, the Public Key Infrastructure (PKI) and authentication protocols such as LDAP and 802.1x
- Understanding of relational database systems and SQL scripting
$89,800.00 - $139,600 salary plus bonus eligible + benefits. Actual minimum and maximum may vary based on location. Individual pay is based on skills, experience, and other relevant factors.