Technical Support Engineer; Hybrid

Job Summary

As a 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 to 6pm EST with rare late shift and on‑call work on an as‑needed basis. This role is onsite in Fort Wayne, Indiana, a minimum of three days a week:
Tuesday, Wednesday, and Thursday. Primary work location: 1950 West Cook Road, Fort Wayne, IN.

• Document and manage customer issues, delivering excellent customer service and managing customer expectations.
• Monitor and respond to customer inquiries, coordinate customer communication, and assure timely status updates and issue resolution.
• Collaborate within the company, escalating issues and engaging others to solve hard problems.
• Report product defects and enhancement requests.
• Identify and advocate product supportability requirements.

• BA in Computer Science or related field, or in lieu of Bachelors, 6+ years additional relevant work experience.
• Ability to travel (10%) and be available for late shift or on‑call as needed.

• Minimum 2 years experience in customer technical support role working in a hosted application.
• Red Hat Enterprise Linux (RHEL) system administration knowledge.
• Familiarity with Linux service and performance troubleshooting.
• Knowledge of tools such as command line, Power Shell, performance monitor, or other data‑gathering tools.
• Familiarity with log analysis, correlating multiple log types for deep‑dive analysis.
• Knowledge of system administration and support of server virtualization hypervisors such as VMware or Microsoft Hyper‑V.
• Basic understanding of SSL/TLS certifications, Public Key Infrastructure (PKI), and authentication protocols such as LDAP and 802.1x.
• Understanding of relational database systems and SQL scripting.

Fort Wayne, Indiana (on‑site). Hours may vary from 6am to 6pm EST; occasional late shift or on‑call work on an as‑needed basis.

Pay Range: $64,400–$94,400

USD per year.

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.

Employees who have access to the compensation information of other employees or applicants as part of their essential job functions cannot disclose that information to individuals who do not otherwise have access to compensation information, unless the disclosure fulfills certain conditions.