Senior Customer Support Engineer

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.
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