Offer summary

Qualifications:

Minimum of 7+ years of experience in application or technical customer support., Technical degree or equivalent experience is required., Advanced understanding of networking concepts and troubleshooting software across multiple OS platforms., Industry certifications such as Microsoft, VMWare, or AWS are desirable. .

Key responsabilities:

Provide advanced technical support for Imprivata products to external customers and partners.

Diagnose and debug complex software issues in networked and virtualized environments.

Utilize Salesforce for case tracking and ensure timely updates and data accuracy.

Deliver technical training and mentor team members to foster a positive team culture.

Job description

Description

Come join a winning team! Here at Imprivata, you’ll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.

While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.

We are seeking a Senior Customer Support Engineer to join our team for this remote opportunity out of Costa Rica!

Job Summary

Provides advanced technical support covering the full life-cycle of Imprivata products to external customers and partners. Expertly diagnoses and rapidly debugs technically complex software in networked and virtualized environments. Quickly and effectively isolates and resolves intricate problems in customer configurations and deployments. Accurately reports and prioritizes product flaws or reliability limits to engineering.

Duties and Responsibilities

Communication Skills

Strong verbal/written English; professional phone manner
Tailor technical explanations to audience expertise
Builds positive relationships with customers and colleagues
Additional European language skills are a plus

Productivity & Efficiency

Consistently meets/exceeds targets & SLAs
Leverages resources for efficient problem-solving
Strong time management and prioritization skills
Advanced troubleshooting, debugging, and analytical abilities
Rapid, proactive learner and recognized SME in multiple products

Mentoring & Training

Fosters technical excellence and positive team culture
Delivers advanced technical training
Sought-after technical lead and mentor

Case Management

Uses Salesforce for case tracking and timely updates
Meets/exceeds productivity targets and KPIs
Excellent escalation management skills
Ensures CRM data accuracy and effective issue resolution
Creates, maintains, and improves knowledge articles
Guides others in knowledge-sharing best practices

Additional Responsibilities

Flexible scheduling and after-hours support as needed
Occasional travel for business needs
Works independently and collaboratively across departments
Maintains confidentiality and contributes to process improvements

Qualifications

Required:

Minimum of 7+ years’ experience providing application or technical customer support
Technical Degree or equivalent experience
Considerable experience troubleshooting software problems across multiple OS platforms
Advanced understanding of networking concepts, routers and firewall

Desirable:

Industry certifications such as Microsoft, VMWare, Citrix, AWS, ITIL, Cisco, CompTIA, Linux
Understanding of user authentication concepts and administration – Passthrough authentication, RDS session management, Kerberos, Biometrics, time-based tokens, proximity cards, RADIUS
Linux system administration (RHEL, SUSE, etc)
Understanding/experience of Application and Desktop Virtualization, especially Citrix
Knowledge of Microsoft Active Directory / User Management / LDAP concepts
Experience working with technology in the Healthcare space

At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!

Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

#LI-Remote #LI-SF1

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