Technical Support Engineer 4

Location: Fort Wayne, Indiana, 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. More than 1,400 hospitals and health systems around the world have chosen 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 Vocera Technical Support Engineer 4, you will be working in a dynamic, fast-paced environment, helping doctors, nurses, clinical staff, IT organizations, and system administrators deliver outstanding patient care. To do this, you will use your technical expertise to investigate issues, research solutions, and deliver excellent customer service via telephone, e-mail and the web. Collaboration will be key to your success as you  engage support engineers and software engineers as a software platform Subject Matter Expert and manage escalation  relationships with the engineering team.

You will provide remote support to worldwide customers during normal business hours (6am – 6pm ET).  Some travel to customer sites may be expected, but will be less than 10%. Late shift work will be necessary on an as-needed basis.  

Responsibilities

Document and manage customers’ technical support issues while delivering excellent customer service
Document and manage the platform software release process
Work alongside engineering as a trusted peer to solve escalated technical issues
Design and maintain troubleshooting guides
Manage customer communication, assuring timely status updates and case resolution
Collaborate within the company, escalating issues and engaging others to solve difficult problems
Develop tools and programs to improve the quality of our customer support
Author and review knowledgebase 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 co-workers, customers and partners
Report product defects and enhancement requests
Identify and advocate product supportability requirements

Competencies

Proven ability to work closely with developers on release planning
Familiarity with VMware Administration best practices
Experience troubleshooting enterprise applications on Windows Server 2008 R2 and Windows Server 2012 R2
Adaptable to fast-paced environment with dynamic priorities
Analytical in nature; adept at troubleshooting and problem solving
Java programming and scripting experience are a plus for support tool development
PBX/telephony systems or related system equipment experience
Certifications in MCITP, Networking (CCNA, etc.) a plus

Requirements

Bachelor’s degree in Computer Science, or equivalent experience and education
7-10 years of relevant experience in customer technical support
MS Windows system administration knowledge
Experience working with virtualization technologies (VMware, vSphere, or related technologies)
Excellent written, verbal and telephone communication skills
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 race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, or genetic information.

Contact Information

Name: Rory Jewell
Position: Manager, Technical Support
Email: rjewell@vocera.com
Phone: 2604972433
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