Customer Support Engineer II

Description

Job Summary

Provides technical support covering the full life cycle of Imprivata products to external customers and partners. Diagnoses and debugs technically complex software in networked and virtualized environments. Isolates and resolves problems in customer configurations and deployments. Reports product flaws or reliability limits to engineering. Must be able to work 9am-6pm PT.

Duties and Responsibilities

• Good standard of verbal and written English and French skills, as well as a professional telephone manner
• Can convey technical information at the appropriate level for any audience
• Strives to empathize, advocate for, and maintain positive relationships with colleagues and customers
• Additional written and spoken languages (Spanish and other European languages) an advantage but not essential

• Leverages individual and team knowledge and expertise, knowledgebase, documentation and other information sources to help solve problems
• Good time management skills and demonstrated ability to effectively prioritize own workload
• Able to troubleshoot, debug and reproduce customer scenarios
• Rational thinker with methodical and problem-solving skills
• Learns rapidly through both formal and informal training
• Required to be flexible, detail-oriented and organized with the ability to multi-task
• Works toward becoming a recognized Subject Matter Expert in one or more products or features

• Consistently applies appropriate sense of urgency and proactivity
• Recognizes the need for case re-prioritization and escalation based on customer and business impact

• Ability to create and deliver peer-level technical training
• Comfortable training fellow team members
• Exclusively creates reusable knowledge articles based on problem research and case resolution and contributes to ongoing Knowledge article maintenance

• Use the Salesforce call tracking system to record all case details in timely manner
• Close cases in the system in a timely manner once resolved/completed
• Meets or exceeds individual and team targets & SLAs
• Ensure CRM data are kept up to date at all times
• Makes use of diagnostic tools to evaluate and resolve customer issues

• Adhere to regular shifted hours, with additional coverage flexibility as required
• Provide scheduled after-hours coverage on a rotating basis.
• Occasional travel for onsite support, business meetings, training, conferences, etc., as required
• Respects and maintains customer and partner confidentiality
• Collaborates effectively across functions and departments
• Other duties as assigned and required

Required Qualifications

• Minimum of 5+ years’ experience providing customer service/support (application or technical ideally)
• Technical degree or equivalent experience
• Excellent written and verbal communication skills in both English and French
• Must be able to work 9am-6pm PT

Desired Qualifications

• Industry certifications such as Microsoft, VMWare, Citrix, AWS, ITIL, Cisco, CompTIA
• Understanding of user authentication concepts and administration –Passthrough authentication, RDS session management, Kerberos, Biometrics, time-based tokens, proximity cards, RADIUS
• Understanding/experience of Application and Desktop Virtualization, especially Citrix
• Knowledge of Microsoft Active Directory / User Management / LDAP concepts
• Experience of Healthcare