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 Customer Support Engineer II to join our team for this remote opportunity out of Costa Rica! Job SummaryProvides 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.Duties and ResponsibilitiesCommunication SkillsGood standard of verbal and written English and a professional telephone mannerCan convey technical information at the appropriate level for any audienceStrives to empathize, advocate for, and maintain positive relationships with colleagues and customersAdditional written and spoken languages (Spanish and other European languages) an advantage but not essentialProductivity / EfficiencyLeverages individual and team knowledge and expertise, knowledgebase, documentation and other information sources to help solve problemsGood time management skills and demonstrated ability to effectively prioritize own workloadAble to troubleshoot, debug and reproduce customer scenariosLogical thinker with analytical and problem-solving skillsLearns rapidly through both formal and informal trainingRequired to be flexible, detail-oriented and organized with the ability to multi-taskWorks toward becoming a recognized Subject Matter Expert in one or more products or featuresEscalation ManagementConsistently applies appropriate sense of urgency and proactivityRecognizes the need for case re-prioritization and escalation based on customer and business impactMentoring / TrainingAbility to create and deliver peer-level technical trainingComfortable training fellow team membersIndependently creates reusable knowledge articles based on problem analysis and case resolution and contributes to ongoing Knowledge article maintenanceCase ManagementUse the Salesforce call tracking system to record all case details in timely mannerClose cases in the system in a timely manner once resolved/completedMeets or exceeds individual and team targets & SLAsEnsure CRM data are kept up to date at all timesMakes use of diagnostic tools to analyze and resolve customer issuesAdditional ResponsibilitiesAdhere to regular shifted hours, with additional coverage flexibility as requiredProvide scheduled After Hours coverage on a rotating basis.Occasional travel for onsite support, business meetings, training, conferences, etc., as requiredRespects and maintains customer and partner confidentialityCollaborates effectively across functions and departmentsOther duties as assigned and required
Qualifications
Required:Minimum of 5+ years’ experience providing customer service/support (application or technical ideally)Technical degree or equivalent experienceExcellent written and verbal communication skills in EnglishMust be able to work 9AM-6PM CTDesirable:Industry certifications such as Microsoft, VMWare, Citrix, AWS, ITIL, Cisco, CompTIAExperience working with MDM platforms, Android and IOS administrationUnderstanding/experience of Application and Desktop Virtualization, especially CitrixExperience troubleshooting applications on Linux OSKnowledge of Microsoft Active Directory / User Management / LDAP conceptsExperience in IT/ Security application support in a healthcare environmentAt 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