Senior Technical Support Engineer (Hybrid)

Why customer service at Stryker?

Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do! Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need

We are proud to be named one of the World's Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Learn more about our award-winning organization by visiting stryker.com

As a Senior 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, create win-win outcomes, 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. Hours may vary from 6am-6pm PST. Rare late shift work and on-call work on an as-needed basis. This role is onsite in San Jose, CA a minimum of three days a 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 customer 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

You will collaborate within the company, escalating issues and engaging others to solve hard problems

Review product documentation prior to new releases

You will report product defects and enhancement requests

Identify and advocate product supportability requirements

What You Will Need

• BA in Computer Science or related field, or 6+ years additional work experience
• 2+ years experience in customer technical support role working in a hosted application
• Red Hat Enterprise Linux (RHEL) system administration knowledge is preferred
• Familiarity with Linux service and performance troubleshooting is a plus
• Knowledge of tools such as Command line, power shell, performance monitor or other data gathering tools preferred
• Familiarity with log analysis, correlating multiple log types for deep dive analysis
• Knowledge of system administration and support knowledge of Server Virtualization Hypervisors such as VMWare or Microsoft Hyper-V
• Basic understanding of SSL/TLS certifications with a basic understanding of Public Key Infrastructure (PKI)
• Basic understanding of authentication protocols such as LDAP and 802.1x
• Understanding of relational database systems and SQL scripting
• Ability to travel (10%) and be available for late shift or on-call as needed.

$87,600 - $136,200 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

About Stryker

Our benefits:

• 12 paid holidays annually
• Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program.
• Financial benefits include Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short-term disability insurance.

For a more detailed overview of our benefits or time off, please follow this link to learn more: US Stryker employee benefits

About Stryker
Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 130 million patients annually. More information is available at stryker.com.

Know someone at Stryker?
Be sure to have them submit you as a referral prior to applying for this position. Learn more about our employee referral program on our referral page

Stryker is driven to work together with our customers to make healthcare better. Employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required, depending on customer requirements, to obtain various vaccinations as an essential function of their role.