Senior Customer Support Engineer

Profile

Come join a winning team! Here at Imprivata, you\u2019ll 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.\u00A0\u00A0While 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.\u00A0We are seeking a\u00A0Senior Customer Support Engineer\u00A0to join our team.Job SummaryWe are seeking a Sr. Customer Support Engineer to join our growing team supporting Imprivata\u2019s Digital Identity Framework. The ideal candidate will have a strong technical background and years of experience in a customer-facing role and will provide enterprise-level technical support to our global customers in various industries. In this role you will troubleshoot, debug, and diagnose as we will as advocate for customers on varying levels of complex issues.Duties and ResponsibilitiesProvide technical support to our customer base for Imprivata\u2019s Identity and Access Management solutionsEnsure all customer inquiries and issues are tracked, documented, and resolved within agreed service level agreements (SLAs)Collaborate with and escalate complex issues to the appropriate internal teams when necessary and follow up on those until resolutionMentor other team members and be go-to Subject Matter Expert (SME) on various Imprivata productsCreate and update technical documentation and training for customers and internal teamsAbility to work 8am-5pm or 9am-6pm US ET with additional coverage flexibility as requiredProvide scheduled after-hours coverage on a rotating basisQualificationsMinimum 5 years\u2019 experience providing customer service/technical support, Technical Degree or equivalent experienceExperience with troubleshooting the following technologies: Windows, Linux, Active Directory, SQL, Citrix, VMware, TCP/IP, RDPExcellent communication skillsAbility to empathize for and maintain positive relationships with customersAttention to detail, good time management skills and demonstrated ability to effectively multi-task and prioritize own workloadLogical thinker with good analytical and problem-solving skillsDesirable Skills:Experience with Single Sign-on (SSO) solutionsUnderstanding of Privileged Access Management technology and softwareBackground in Information Technology and System AdministrationKnowledge of Salesforce Service ConsoleAt 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!\u00A0\u00A0Imprivata 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-Hybrid

Company info

Imprivata, Inc.
Website : http://www.imprivata.com