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Senior Technical Support Engineer
4 months ago
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. Stryker is also consistently listed as a ‘Best Place to Work’ and offers great benefits and perks – like tuition reimbursement and a wellbeing program (*Benefits vary by country)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 visitingAs 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. Working as part of a global support team in coordination with other geographic locations operating 24x7. This role is onsite in Bengaluru, India a minimum of three days a week: Monday, Tuesday, Wednesday.Who We WantSelf-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 DoYou will document and manage customer issues and requests, 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 NeedBA in Computer Science or related field, or 6+ years additional work experience2+ 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 preferredFamiliarity 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-VBasic understanding of SSL/TLS certifications with a basic understanding of Public Key Infrastructure (PKI)Basic understanding of authentication protocols such as LDAP and 802.1xUnderstanding of relational database systems and SQL scriptingAbility to travel (10%) and be available for late shift or on-call as needed.
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
