Senior Supportability and Escalations Manager - California, San Jose 3030 Orchard Parkway

As a Senior Supportability and Escalations Manager at Stryker, you will be proud of the work that you will be doing, using cutting-edge technologies to make healthcare better. Here, you will work in a supportive culture with other incredibly talented and intelligent people, creating industry-leading medical technology products. You will also have growth opportunities as we have a culture that supports your personal and professional development. 

Who We Want 

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

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

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 

As a Stryker Senior Supportability and Escalations Manager, you will be working in a dynamic, fast-paced environment, ensuring Stryker’s 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 solutions, create win-win outcomes, and deliver excellent customer service via telephone, e-mail and the web.  Your role will be key to ensuring our customers’ success and to help our internal technical teams to be better prepared and educated on our new solutions.  Rare late shift work and on-call work on an as-needed basis. This position reports to the Senior Manager, Supportability & Escalations. 

• You will be the lead technology expert on the support team for the Vocera product line.
• Take the lead to collaborate within the company and third parties to troubleshoot and resolve escalated customer issues 
• Document and manage customers’ reported issues, delivering excellent customer service and managing customer expectations 
• Identify and advocate for product supportability requirements 

• Report product defects and enhancement requests 
• Review product documentation for accuracy prior to new releases 
• Design and maintain troubleshooting guides 
• Author and review knowledgebase articles for internal and external use 
• Lead and mentor junior team members leveraging both swarming and tiered support models 

• Provide formal and informal training to co-workers, customers, and partners 
• Develop tools and programs to improve the quality of our customer support 

What You Need 

• Bachelor’s degree in computer science or equivalent degree required
• 6+ years of industry experience with strong exposure to Customer Support in a software, SaaS, or systems development environment. 
• 3+ years of experience in escalation management, customer support, or a related role preferred.
• 2+ years of Linux experience.  RHCE and or RHCSA certification preferred

• Solid understanding of Customer Support, including processes like Case Handling, Case Reviews, Follow-the-sun, escalation processes, 3rd party support processes, CSAT/DSAT Reviews, Global queue management, escalations, language support, and more. 

• Demonstrated System Admin knowledge of SSL, Networking, Firewalls (ACL, VLans), Load Balancer, and MS SQL server  

• Solid understanding of iOS Concepts, including Notification Service Extension and APNS (Apple Push Notification Service) Android FCM (Firebase Cloud Messaging) concepts 
• Experience with building and delivering services at scale, leveraging distributed systems architectures preferred
• Technical knowledge of networking technologies and protocols, such as TCP/IP, VLAN, DNS, DHCP, VPN, preferred

#IND1

$111,200- $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.