The mission of Vocera, Inc. is to help our customers save time, save steps, and save lives by providing instant voice communication solutions that enhance staff efficiency and improve patient flow. The Vocera system delivers immediate improvements in staff communication and allows clinical staff to focus on improving patient satisfaction and patient safety.
Scope of Position
The Technical Support Engineer is responsible for providing technically orientated service to Vocera's customers via telephone, e-mail and the web. You will work within a team handling all levels of Support requests; as well as being a "Named Support Engineer" for premier customers. This is a great opportunity to develop and use skills in a variety of domains, including: wireless networking, speech recognition, MS Windows Server applications, and more. With a growing customer base, long term customer satisfaction depends upon you growing with this skilled and dedicated team.
Successful candidates like working with people, are inquisitive, hard-working, customer focused, interested in a variety of technologies, don't want to be bored doing the same old thing. You should be a natural problem solver looking to grow as an individual and see customer issues as opportunities. This is Vocera CSI – customer scenario investigation. If you are looking for a call-center, this is *not* the job for you.
This position is based in the Vocera HQ office in San Jose, CA. Primarily provides remote support to customers worldwide during normal business hours (6 - 6 PT), some travel to customer sites may be expected, but will be less than 10 percent. Late shift work only on an as-needed basis.
Responsibilities
-Document and manage reported technical support issues
-Monitor and respond to customer ideas
-Manage customer communication, assuring timely status updates and issue resolution
-Work as a team within the company, escalating and engaging others to solve difficult issues
-Develop tools and programs to improve support of customers
-Author knowledge-base 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
Education, Skills & Experience
-Bachelor's degree in Computer Science preferred
-3 – 5 years of relevant experience in customer technical support
-Excellent written, verbal and telephone communication skills are essential
-MS Windows system administration knowledge required
-Must work well in an fast-paced environment with dynamic priorities
-Analytical, troubleshooting and problem solving skills are necessary
-Java and script programming useful for support tool development
-Working experience with industry standard networking technologies is highly desirable
-Knowledge of wireless (802.11 a/b/g) infrastructure systems preferred
-Experience with PBX/telephony systems or related system equipment is a plus
-Certifications in MSCE, Networking (CCNA, etc.) are a plus
To submit your resume, please go online to https://home.eease.com/recruit/?id=504142
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.
**Resumes from recruiters or agencies will not be accepted.**
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