Senior Staff Technical Support Engineer (Hybrid) - California, San Jose 3030 Orchard Parkway

Work Flexibility: Hybrid

Position Description: As a Wireless 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, 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. Ideally, you will be working from the San Jose, CA office (3 days per week T, W, TH). Other exceptional candidates will be considered for full remote work outside of those locations within the western time zone.

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 their work meets and exceeds 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, leading customer communication, assuring timely status updates and issue resolution
• Troubleshoot customer environments, including researching WLAN configuration and compatibility issues to solve problems
• You will optimize the performance of the Vocera system servers and wireless clients installed in iOS, Android and Vocera badges
• You will mentor junior team members
• Report product defects and enhancement requests
• You will identify and advocate product supportability requirements

What you need:

• BA in Computer Science or related field or additional 6+ years of equivalent work experience is required
• 6+ years of meaningful experience in customer technical support working in a networking environment
• Hands on experience with VMWare and other virtualization technologies
• Proven experience with wireless (802.11 a/b/g/n) infrastructure design, troubleshooting and wireless security 802.1x

• Solid experience troubleshooting wired and wireless issues on Voice over wireless applications, iPhone and Androids and Multicast using Wireshark, Omnipeek, Airmagnet, Ekahau
• Industry standard LAN technology knowledge

• Working knowledge with SIP, PBX/telephony systems or related system equipment
• Certifications in CWNA, CCNA, R&S, Wireless, or Aruba ACMA preferred

$85,500 - $182,100 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.

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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.