Technical Support Engineer 2

Vocera Com   •  

Fort Wayne, IN

Industry: Telecommunications

  •  

Less than 5 years

Posted 31 days ago

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 Tennessee, Indiana Canada, India, United Arab Emirates, and the United Kingdom.  Lear 

Position Description: As a Vocera Technical Support Engineer, you will be working in a dynamic, fast-paced environment, helping doctors, nurses, clinical staff, IT organizations, and system administrators deliver outstanding patient care. You will use your technical expertise to investigate issues, research solutions, and deliver excellent customer service. This is not a call center; our support team works together to tackle technical challenges and provide a positive experience for our customers.

If you like working with people, are inquisitive, hard-working, customer focused, and are interested in a variety of technologies The Vocera CSI – Customer Solution Investigation team wants to hear from you.

Based at Vocera HQ offices in San Jose, CA, you will provide remote support to worldwide customers during normal business hours (6am – 6pm PT). Some travel to customer sites may be expected, but will be less than 10 percent. Late shift work will be necessary on an as-needed basis. 

Responsibilities

  • Document and manage reported technical issues
  • Monitor and respond to customer inquiries
  • Manage customer communication, assuring timely status updates and issue resolution
  • Collaborate within the company, escalating issues and engaging others to solve difficult 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
  • Report product defects and enhancement requests
  • Identify and advocate product supportability requirements

Competencies

  • Ability to learn and apply skills in an fast-paced environment with dynamic priorities
  • Analytical, troubleshooting and problem solving skills
  • Excellent written and verbal communication skills
  • Passionate about giving customers a quality experience
  • Ability to see challenging problems as opportunities to discover something new
  • Must possess the desire to develop the skills necessary to maintain and troubleshoot diverse technologies
  • Should be inquisitive, customer focused, hard-working, interested in exploring a variety of technologies, having a strong desire to build your technical expertise

Requirements

  • BA in Computer Science, or equivalent experience
  • 2+ years of relevant experience in customer technical support
  • MS Windows system administration knowledge is required
  • Experience with PBX/telephony systems or related system equipment
  • Wireless (802.11 a/b/g/n) infrastructure systems experience
  • Java and script programming is useful for support tool development
  • Working experience with industry standard LAN technologies is definite plus
  • Certifications in MCITP, Networking (CCNA, etc.)
  • Minimal travel to customer sites (less than 10%)