Technical Support Engineer 3
Dubai, United Arab Emirates
Job Description
Location: Dubai, UAE, United States
Type of Employee: Full Time
Type of Employee: Full Time
Vocera, now part of Stryker, provides clinical communication and workflow solutions that help protect and connect team members, increase operational efficiency, enhance quality of care and safety, and humanize the healthcare experience. Nearly 2,800 facilities worldwide, including more than 2,300 hospitals and healthcare facilities, have selected Vocera solutions to enable their workforce to communicate and collaborate and engage with patients and families. In addition to healthcare, Vocera solutions are found in aged care facilities, veterinary hospitals, schools, luxury hotels, retail stores, power facilities, and more. Visit https://www.vocera.com/ for more information.
Stryker is one of the world’s leading medical technology companies and, together with our customers, we are driven to make healthcare better. We offer innovative products and services in Medical and Surgical, Neurotechnology, Orthopaedics and Spine that help improve patient and hospital outcomes. For more information, visit https://www.stryker.com/.
Position Description: As a Technical Support Engineer, you will be working in a dynamic, fast-paced environment, ensuring Vocera solutions are properly and effectively deployed. You will use your technical expertise to investigate issues, research solutions, craft solutions, and deliver excellent customer service via telephone, e-mail, and the web. This is not a call center; our support team works together to take on technical challenges and provide a positive experience for our customers. This position reports to the Manager, Technical Support.
Responsibilities
- Document and manage customers’ reported issues, delivering excellent customer service and managing customer expectations
- Monitor and respond to customer inquiries, coordinate customer communication, assuring timely status updates and issue resolution
- Collaborate within the company, escalating issues and engaging others to solve hard 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 a fast-paced environment with dynamic priorities
- Analytical thinker with strong troubleshooting and problem-solving skills
- Excellent written and verbal communication skills
- Passionate about providing superior customer service
- Ability to see challenging problems as opportunities to discover something new
- Strong desire to develop your skills necessary to maintain and troubleshoot diverse technologies
- Should be inquisitive, customer focused, hard-working, passionate about exploring a variety of technologies, having a strong desire to build your technical expertise
- Strong ability with log analysis, correlating multiple log types for deep dive analysis
Requirements
- BA in Computer Science or related field, or equivalent; MCSA or MCSE Certifications desirable
- 5+ years’ experience in customer technical support working in a hosted application environment
- MS Windows or Red Hat Enterprise Linux (RHEL) system administration knowledge
- Demonstrated experience interfacing with Tomcat or Apache and web service troubleshooting
- Proven experience working with Windows service and performance troubleshooting
- Knowledge of tools such as Command line, power shell, performance monitor or other data gathering tools
- Knowledge of system administration and support knowledge of Server Virtualization Hypervisors such as VMWare or Microsoft Hyper-V
- Solid understanding of SSL/TLS certifications with a basic understanding of Public Key Infrastructure (PKI)
- A basic understanding of authentication protocols such as LDAP and 802.1x
- Knowledge of and prior utilization of Cloud Services such as Amazon Web Services or Microsoft Azure, Wireless (802.11 a/b/g/n) infrastructure systems a plus
- Strong knowledge of VoIP and telephony systems, particularly Cisco Call Manager
- Strong understanding of relational database systems and SQL scripting
- Available for late shift or on call work as needed
- Minimal travel within assigned region (less than 10%)
- Proof of full COVID-19 vaccination required 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.
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Job Detail
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Job IdJD1408676
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, United Arab Emirates
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EducationNot mentioned