Supervisor, Technical Support
Location: Fort Wayne, IN, United States
Type of Employee: Full Time
Vocera has one mission: to simplify and improve the lives of healthcare professionals, patients, and families. Founded in 2000, we changed the way care teams communicate. Today, we continue to offer the leading platform for clinical communication and workflow. About 1,400 hospitals and health systems around the world use Vocera solutions. Our platform provides software for voice, secure text messaging, and patient engagement. It integrates with more than 120 clinical and operational systems: EHRs, nurse call, physiologic monitors, and more, with event-driven alarm management. Our wide choice of devices includes smartphones and hands-free wearables. Vocera is headquartered in San Jose, Calif., with offices in San Francisco, Indiana Canada, India, United Arab Emirates, and the United Kingdom. Learn more at www.vocera.com, and follow @VoceraComm on Twitter.
Position Description: As a leader on the Technical Support team, you will ensure issues reported by customers to Technical Support are being appropriately prioritized and resolved. You will be directly responsible for supervising Support team members. Working with a team, including other managers, who handle all levels of support requests to provide technically orientated service to Vocera’s customers via telephone, e-mail and the web.
This is a great opportunity to develop leadership skills within a great team and growing company while growing your technical skills in multiple domains, including: telephony, networking, speech recognition, Windows and Linux applications, and wireless.
This position is based in the Fort Wayne, IN Vocera satellite office which primarily provides remote support to customers worldwide between the business hours of 8 - 8 EST. Some travel to customer sites and other Vocera office locations will be expected amounting to less than 10 percent. Late shift work is only on an as-needed basis.
Manage a team of Support Engineers delivering technical support to global customer base
Coordinate with other people managers in the delivery of routine support
Ensure communication and issue resolution occurs in a timely manner
Document and manage reported technical support issues
Develop tools and programs to improve support of customers
Author knowledge-based articles for internal and external use
Lead and mentor junior team members
Review product documentation prior to new releases
Provide formal and informal training to customers and partners
Report product defects and enhancement requests
Identify and advocate product supportability requirements
Excellent written, verbal and telephone communication skills
Must demonstrate success working in a fast-paced environment with dynamic priorities
Analytical, troubleshooting and problem solving skills are necessary
MS Windows, Linux or networking administration knowledge preferred
Experience supporting hardware or software applications
com experience a plus
Bachelor’s degree in a technical field, or equivalent
5+ years relevant experience troubleshooting customer issues
Working experience managing a team
Knowledge of wireless (802.11 a/b/g) infrastructure systems
Certifications in MSCE, Networking (CCNA, etc.) a plus
Up to 10% travel
Belief in Diversity
Vocera Communications is an Affirmative Action Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation or national origin.