Vocera Communications, Inc.
Bangalore
Computer Hardware & Software
Location: Bangalore, India
Type of Employee: Full Time
The mission of Vocera Communications, Inc. is to improve the lives of healthcare professionals, patients, and families. Founded in 2000, Vocera 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. More than 2,300 facilities worldwide, including nearly 1,900 hospitals and healthcare facilities, have selected Vocera solutions to enable their workforce to communicate and collaborate with co-workers and engage with patients and families. Mobile workers can choose the right device for their role or task, including smartphones or one of the company’s wearable communication devices, and use voice commands to easily reach people by name, role, or group. The hands-free Vocera Smartbadge was named to TIME’s list of the 100 Best Inventions of 2020. Vocera solutions can integrate with more than 150 clinical and operational systems, including electronic health records, nurse call systems, ventilators, physiological monitors, and more. In addition to healthcare, Vocera solutions are found in aged care facilities, veterinary hospitals, schools, luxury hotels, retail stores, power facilities, and more. Vocera is headquartered in San Jose, California, with offices in Indiana, Orlando, Canada, India, United Arab Emirates, Australia, and the United Kingdom. Visit www.vocera.com to learn more and follow @VoceraComm on Twitter.
Position Description: Vocera is looking for a dedicated, hands-on escalation engineer to join our growing organization. As part of the engineering team, you will be a resource to the customer support teams as a last recourse for technical escalations. You will resolve production problems across a wide variety of technologies such as networks, databases, server virtualization, cloud deployments and others. If there is a software problem, you will partner with the development team to create a fix or implement a temporary mitigation until a permanent solution becomes available. You will also participate in special projects for customer requests for feature customization or expansion. You will be a part of a team that provides on call support to fix urgent customer issues. This position reports to the Sr. Manager, Escalations
Responsibilities
- Lead efforts to resolve customer service outages in an expedited manner and minimize the disruptions experienced by the clinical staff
- Record relevant data regarding a production issue, provide problem summary to non-subject matter experts
- Analyze problems and implement code changes or scripts to provide temporary mitigation to minimize disruption if a permanent fix is not immediately available
- Collaborate with the Quality Assurance department to communicate production related problems and coordinate the associated validation prior to customer deployment; incorporating new tests into the standard validation workflows
- Investigate and solve customer infrastructure problems (e.g. wired/wireless network, virtualization resources, authentication/security, etc) that may be indirectly causing production problems, conduct functional and performance characterization to extract evidence of root cause
- Identify database underperformance issues and implement changes to resolve, make data changes to rectify incorrect input information
- Work with the Engage development teams to improve quality and support of production issues
- Tackle engineering tasks that may not be assigned to other engineering teams due to resource issues, including product development, integration testing, performance profiling, etc.
Competencies
- Proven track record of understanding customer needs and delivering solutions, patient and flexible in meeting customer requirements
- Excellent analytical, verbal, and written communication skills
- Deep technical analysis and troubleshooting skills
- Results driven, hands on approach to product support in a collaborative environment with a customer driven focus
- Resourceful and able to solve complex problems through adapting technology and a thorough understanding of product architecture
- Proactive in the face of ambiguous or conflicting data, driven to continue problem investigation to tease out root cause
- Independent self-starter; able to complete projects on time with minimal guidance
Requirements
- Bachelor’s degree in Computer Science or related field or equivalent
- 8+ years of development experience with at least 3+ years’ experience with DevOps
- Demonstrated ability to review existing code base and refactor if necessary, exposure to Java, Ruby and other OOP
- Excellent proficiency with Linux (Red Hat and CentOS preferred), exposure to system administration, shell scripting, network configurations, server virtualization and cloud deployments
- Experience with networking protocols including the ability to analyze network traffic and reverse engineer protocols
- Knowledge of databases, experience reviewing logs, pinpointing performance issues and manipulating data in the CLI
- Familiarity with SCM, code review processes, Agile/Kanban development methodologies
- Familiarity with Jenkins or similar build and test automation tools
- Knowledge and exposure to DevOps and automation technologies such as Ansible, Azure, Containers, and Bitbucket
- Background in system metrics, log processing, Grafana, InfluxDB, and similar technologies
- Up to 5% domestic and/or international travel to customer sites as needed
- Proof of full COVID-19 vaccination required
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_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.
Job Type: Full-time
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