Senior Technical Support Engineer - (US-CA-Cupertino - 95015)

Minimum Education: None
Jobcode: 48460089
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Senior Technical Support Engineer

Scope of Position
The Senior Technical Support Engineer is responsible for providing technically orientated service to Vocera's resellers and direct customers via telephone, e-mail and web. This senior team member works with the entire team to ensure all customer cases are resolved.

Responsibilities

Leads and mentors junior team members
Documents and manages technical support issues reported via phone, e-mail and the web
Follows-up with customers to assure timely status updates and issue resolution
Escalates unresolved issues in a timely manner
Reports product defects and enhancement requests
Authors knowledge-base articles for internal and external use
Reviews product documentation prior to new releases
Provides formal and informal training to customers and partners
Develops tools and programs to improve support of customers
Identifies and advocates product supportability requirements
Education, Skills and Experience

Bachelor's degree in Computer Science or related field of study
Certifications in MSCE, Networking (CCNA, etc.), WiFi a plus
Three plus years performing technical support for hardware and software products or systems administration
Demonstrated leadership potential
Must work well in an fast-paced environment with dynamic priorities
Excellent written, verbal and telephone communication skills are essential
Analytical, troubleshooting and problem solving skills are critical
Strong MS Windows system administration experience and knowledge required
Working experience with industry standard networking technologies required
Knowledge of wireless infrastructure systems (802.11x) desired
Experience with PBX/telephony systems or related system equipment is a plus