Stryker Corporation

Work Flexibility: Hybrid

Position Description: As a 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. This position is hybrid with the expectation to be onsite at our San Jose location three days per week: Tuesday, Wednesday and Thursday.

Who we want:

Self-directed initiators. People who take ownership of their work and need no prompting to drive productivity, change, and outcomes.

Analytical problem solvers. People who go beyond just fixing to identify root causes, evaluate optimal solutions, and recommend comprehensive upgrades to prevent future issues.

Dedicated achievers. People who thrive in a fast-paced environment and will stop at nothing to ensure a project is complete and meets regulations and expectations.

What you will do:

• You will 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:

• BA in Computer Science or related field, or 6+ years additional equivalent work experience
• 4+ years’ experience in customer technical support working in a hosted application environment.
• MCSA,RHCSA,CCNA(Voice) Certifications desirable
• MS Windows and Red Hat Enterprise Linux (RHEL) system administration knowledge
• Knowledge of tools such as Command line, power shell, performance monitor, wireshark, or other data gathering tools
• Knowledge of system administration and support knowledge of Server Virtualization Hypervisors such as VMWare or Microsoft Hyper-V
• Solid understanding of SSL/TLS certifications with a basic understanding of Public Key Infrastructure (PKI)
• A basic understanding of authentication protocols such as LDAP and 802.1x
• Knowledge of and prior utilization of Cloud Services such as Amazon Web Services or Microsoft Azure, Wireless (802.11 a/b/g/n) infrastructure systems a plus
• Strong knowledge of VoIP and telephony systems, particularly Cisco Call Manager, Asterisk, and Freeswitch with experience troubleshooting VoIP issues using various protocols desirable
• Strong understanding of relational database systems and SQL scripting desirable

$97,900 - $156,900 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.

#IND1

Travel Percentage: 10%

Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.

Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.