Senior Staff Technical Support Engineer (Hybrid)

Description

As a Senior Staff Technical Support Engineer, you will be working in a dynamic, fast-paced environment, ensuring 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. Hours may vary from 6am to 6pm GST. Rare late shift work and on-call work on an as-needed basis.

Primary work location: 1950 West Cook Road, Fort Wayne, Indiana

What you will do:

• 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, research WLAN configuration and compatibility issues to solve problems and optimize the performance of Vocera
• Collaborate within the team and engage 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
• Mentor junior team members

What you need:

Required

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

Preferred:

• 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 of SIP, PBX/telephony systems
• Certifications in CWNA, CCNA, R&S, Wireless, or Aruba ACMA