Job title: Technical Support Engineer 2
Company: Stryker
Job description: Work Flexibility: Hybrid or Onsite
As a Vocera Technical Support Engineer, you will be working in a dynamic, fast-paced environment, ensuring Vocera solutions are properly and effectively deployed. You will enable our customers to communicate in mission critical environments such as hospitals. You will use your technical expertise to investigate issues, research options, craft solutions, and deliver excellent customer service via telephone, e-mail, and the web. Your role will be key to ensuring our customers’ success. This is not a call center; our support team works together to take on technical challenges and provide a positive experience for our customers. Rare late shift work and on-call work on a rotating basis. This position reports to the Manager, Technical Support.
Responsibilities
- Technology professional on the support team for the Vocera Edge product
- 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
- Review product documentation prior to new releases
- Report product defects and enhancement requests
- Identify and advocate product supportability requirements
- Provide formal and informal training to customers and partners
Competencies
- Technology curious and analytical in nature; adept at problem-solving
- Adaptable to a fast-paced environment with dynamic, lean priorities
- Ability to work effectively in multi-functional teams
- Excellent written and verbal communication skills
- Basic understanding of Linux, Virtual Machines, and Server components
- Experiences in Tomcat, SQL, Apache, Microsoft Active Directory, web services
- Familiarity with configuration management tools such as Ansible or Puppet
- Solid experience in VoIP, with an emphasis on Cisco
- Basic Red Hat Enterprise Linux (RHEL) or other Linux systems administration knowledge
- Strong desire to develop your skills vital to maintain and fix diverse technologies
- Python and shell scripting experience is preferred
Requirements
- BA in Computer Science or related field or equivalent
- 2+ years of relevant experience in customer technical support
- Basic Admin knowledge of SSL, Networking, Load Balancer, and Data Base
- Experience in CUCM Administration
- Track record of proving outstanding customer service
- Previous experience with Vocera Communications, Inc. solutions a plus
- Healthcare IT experience preferred
- Ability to travel up to 10% and be available for late shift or on-call as needed
Travel Percentage: 10%
Expected salary:
Location: Bangalore, Karnataka
Job date: Fri, 04 Nov 2022 06:00:12 GMT
Apply for the job now!
