Position: Senior (Sr) Technical Support Engineer Vocera Communications

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 senior member of the support team you mentor the team on topics relating to all aspects of Vocera functionality, networking, or application integration. 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.
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

• Direct customer technical support escalated 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
• Knowledge of Vocera desirable
• Understanding of IP/TCP/UDP and L2/L3 networking required
• Knowledge of RTP, IGMP/Multicast, Enterprise WLAN, and 802.1x very helpful
• Proficiency with network diagnostic and troubleshooting tools a plus
• Experience with Microsoft server administration, PBX/Telephony, or VoIP a plus
• Bachelor's degree in Computer Science preferred
• Java and script programming useful for support tool development helpful

Belief in Diversity
Vocera Communications is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation or national origin.

Location:	San Jose, CA United States