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
As a Vocera Technical Support Engineer you must use your excellent communication and people skills to provide outstanding service to all levels of support requests from administrators at Vocera installations. As a "Named Support Engineer" for premier customers you will build relationships with your customers and get to know their installations intimately. As a member of the support team you will work with a very talented team that strives to learn, educate, and improve our customers' experiences at every turn. A Vocera Technical Support Engineer must possess the desire to develop the skills necessary to maintain and troubleshoot diverse technologies in a very unique system solution.
As a networking subject matter expert you mentor the team on topics relating to: TCP/UDP/RTP/IP, multicast/IGMP, L2/L3 planning and devices, Ethernet, and 802.11a/b/g/n. You also develop and deliver training to the support team to raise the knowledge level and participate in webinars for our customers so they can learn from your experience. As an escalation resource you will lead the support team through the most difficult cases, reproduce the problem, and work with escalation resources to drive to a successful resolution.
Successful TSEs are customer advocates who enjoy helping people, are natural problem solvers that strive to understand the "why" of a problem, and are not intimidated by complex multidisciplinary problems. They see challenging problems as opportunities to discover something new.
This position is based at the Vocera HQ office in San Jose, California and primarily provides remote support to customers worldwide during normal business hours (6am – 6pm PT). The opportunity to visit customer sites is less than 10 percent.
Responsibilities
· Manages customer communication, assuring timely status updates and issue resolution
· Documents and manages reported technical support issues
· Monitors and responds to customer ideas
· Works as a team within the company, escalating and engaging others to solve difficult issues
· Develops tools and programs to improve support of customers
· Authors knowledgebase articles for internal and external use
· Leads and mentors junior team members
· Reviews product documentation prior to new releases
· Creates and conducts formal and informal training to customers and partners
· Reports product defects and enhancement requests
· Identifies and advocates product supportability requirements
Education, Skills and Experience
· Bachelor's degree in Computer Science preferred
· Five plus years of direct customer technical support experience
· Excellent listening, written, verbal, and telephone communication skills are essential
· Must work well in an fast-paced environment with dynamic priorities
· Analytical, troubleshooting, and problem solving skills are necessary
· Strong knowledge of 802.11 a/b/g/n, 802.1x, WMM, WPA and WPA2 is essential
· Highly proficient with network sniffers (Omnipeek or Wireshark) and WLAN troubleshooting tools (AirMagnet, AirDefense, AirTight)
· Experience with WLAN technologies is highly desirable (Cisco, Aruba, Meru, Aerohive)
· Experience with Microsoft server administration, PBX/Telephony, or VoIP a plus
· Java and script programming useful for support tool development
To submit your resume, please go online to www.vocera.com
Belief in Diversity
Vocera Communications is an Affirmative Action employer and is 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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