Job Description

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 Kalamazoo, MI or Fort Wayne, IN location three days per week.

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, and ensure timely status updates and issue resolution. Research and deliver detailed root cause analysis of all assigned products. Author knowledge-based articles for internal and external use Provide formal and informal training to customers and partners.

What you need:

BA in Computer Science or related field, or 6+ years additional experience 4+ years' experience in customer technical support in a hosted application environment. RHCSA Certification (or higher) required Strong knowledge of administering Virtualization Hypervisors such as Nitro, VMWare, and Microsoft Hyper-V. AWS certification as an Architect, Administrator, or higher preferred in Operations, DevOps, Networking, Applications, or Solutions. Monitor AWS environments for performance and security issues and implement proactive measures to address them. Solid understanding of SSL/TLS certifications and Public Key Infrastructure (PKI) knowledge. Strong understanding of authentication protocols such as LDAP and relational database systems, including MySQL, MSSQL, and Postgres

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Travel Percentage: 10%

R522218