Careers - Services/Customer Support

Services/Customer Support

Senior Technical Support Engineer
Technical Support Engineer
Technical Support Engineer - U.K.

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

Email resumes to careers@vocera.com

Technical Support Engineer

Scope of Position
The Technical Support Engineer is responsible for providing technically-oriented service to Vocera’s resellers and direct customers via telephone, e-mail and Web. Primary responsibility of the Technical Support Engineer is to manage all assigned customer cases to resolution.

Responsibilities

Diligently documents, tracks and responds to customer cases
Manages customer expectations, providing status updates and issue resolution
Remotely resolves technical support issues using the phone, e-mail and the Web
Escalates unresolved customer issues in a timely manner
Documents product defects and enhancement requests
Develops and documents 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 proactive tools to improve customer support
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
Two plus years performing technical support for hardware and software and products or systems administration
Must work well in an fast-paced environment with dynamic priorities
Excellent written, verbal and telephone communication skills are essential
Strong analytical, troubleshooting and problem solving skills are critical
Strong MS Windows system administration experience and knowledge required
Strong working knowledge of networking technologies required
Knowledge of wireless infrastructure systems (802.11x) desired
Experience with PBX/telephony systems or related system equipment is a plus

Email resumes to careers@vocera.com

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Technical Support Engineer - U.K.

Scope of Position

The Technical Support Engineer (U.K.) is responsible for providing technically orientated service to Vocera’s worldwide resellers and customers via telephone, e-mail and the Web. This team member will handle all levels of support requests; managing and escalating unresolved issues with the assistance and direction from other in-country team members and with the Vocera HQ Support Team. This is a great opportunity to learn and use skills in a variety of domains, including: MS Windows Server applications, wireless networking, speech recognition and more.

Vocera’s U.K.-based office is planned to open in the Thames Valley area. This position will be primarily office based providing remote support to customers worldwide. However, some travel should be expected to customer sites, primarily in the U.K .and Ireland and possibly further into EMEA as the company expands operations. In addition, the candidate will spend the first four to six weeks working in the San Jose, California headquarters of Vocera for training purposes. Follow-up training will occur in the U.K. with travel to customer sites as needed for product and customer familiarisation.

Responsibilities

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
Leads and mentors junior team members
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

University degree in Computer Science or related field of study, or equivalent experience
Solid experience in technical support for hardware and software products or systems administration
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 necessary
MS Windows system administration knowledge required
Working experience with industry standard networking technologies is highly desirable
Knowledge of wireless infrastructure systems (802.11x) desired
Experience with PBX/telephony systems or related system equipment is a plus
Certifications in MSCE, Networking (CCNA, etc.) are a plus

Email resumes to careers@vocera.com

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.

Note to Agencies: Vocera does not accept unsolicited resumes from recruiting agencies. Vocera will not pay fees to any third-party agency or firm that does not have a signed Vocera Contingency Search Fee Agreement. Any submission into Vocera’s email system will be considered Vocera property

"The Vocera System addressed numerous communication and efficiency issues and improved our clinician universe." -Project Analyst, Clinical Information Systems
UC Davis Medical Center

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