Customer Support Engineer II

Description

Ready to join a team that’s all in? At Imprivata, we deliver unified access and security management programs that eliminate friction, empowering healthcare and mission-critical organizations to work smarter, faster, and more securely.

We believe work can be more than a job or task—it’s a collective spirit; the type that emboldens creativity, embraces challenge, and fosters excitement. We are constantly raising the bar on what’s possible, owning the outcome of our triumphs and trials, staying nimble amidst change, and cultivating an environment where we win together. Here, your ideas matter, your differences are celebrated, and your work drives real results—for your career, your teammates, and our customers.

When you join Imprivata, you embark on a shared journey of ambition and growth. We’re committed to building an inclusive workplace where everyone feels valued and supported. If you’re looking for a place to match your passion with purpose—and where every day you can make an impact—you’ll find it here.

We are seeking a Customer Support Engineer II to join our team. This is a remote opportunity based out of Costa Rica.

Job Summary

Provides technical support covering the full life-cycle of Imprivata products to external customers, partners and employees. 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. .

Duties and Responsibilities

Communication Skills

• Good standard of verbal and written English and 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

Productivity / Efficiency

• 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
• Logical thinker with analytical and problem-solving skills
• Adopts AI technology and tools to work smarter and more efficiently
• 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

Escalation Management

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

Mentoring / Training

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

Case Management

• 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 analyze and resolve customer issues

Additional Responsibilities

• 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

Required:

• Minimum of 5+ years’ experience providing customer service/ technical support
• Technical degree or equivalent experience

Desirable:

• In addition to English, written and spoken languages (French, Spanish and other European languages) are preferred
• 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 industry knowledge of technologies and workflows

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.

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