AppOps Engineer II

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 AppOps Engineer II to join our team. This is a remote opportunity based in Costa Rica!
Job Summary
Imprivata Customer Connect and Enterprise Access offers a highly available and performant connectivity framework that uses SSH (secure shell) to create a connectivity platform for remote support. The appliance also offers advanced auditing capabilities and centralized management for remote access.
Our product is mission-critical to our customers and our success depends on our ability to evolve our product to satisfy new customers while improving stability and maintaining security and quality.
The Application Operations (AppOps) team is responsible for maintaining engineering level knowledge of these products for the purpose of providing escalation support to our internal Support team and our customers. This includes diagnosing complex technical issues, and identifying potential fixes and improvements to the products, providing customer resolution through those fixes or workarounds, and - where possible - engineering fixes and contributing them to the product code base.
Duties and Responsibilities

• Improve product quality and performance.
• Provide escalation support for Imprivata's support organization
• Interact with customers as required to provide support and resolution to customer escalations
• Work with the Development and DevOps teams to identify and document bugs and improvements, and develop resolutions
• Proactively identify, categorize, and resolve potential security and reliability issues with customer servers
• Create and maintain knowledge base articles/documentation for use by internal support and development organizations
• Participate in the Application Operations team on-call rotation
• Other duties as assigned and required.

Qualifications

• 3+ years of experience in related fields
• Strong written and verbal communication skills
• Experience providing support directly to external customers or to other internal engineering organizations
• Ability to communicate complex technical issues to non-technical audiences
• Experience with common ticket/case management software (Salesforce, ServiceNow, etc)
• Basic understanding of linux system configuration, administration and troubleshooting
• Basic knowledge of common networking and TCP/IP concepts (firewalls, proxies, etc)
• Minimum basic coding skills in a scripting language like Bash or Python
• Familiarity with virtualization technologies and orchestration tools (VMWare, Docker, LXC, AWS, Azure, GCP, ansible, kubernetes, etc)
• An ideal candidate would have familiarity with RedHat based linux distributions, their associated software management tools (RPM, yum, dnf), and Linux system security tools and features
• An ideal candidate would have experience with linux system service management, security tools (including firewalls, IPS systems, anti-virus suites), TLS certificate management, and connectivity tools
• An ideal candidate would have moderate to strong bash scripting skills
• An ideal candidate would have basic experience with a strongly typed language, such as Java or C, with a preference for Java
• An ideal candidate would have some level of experience with Postgres SQL databases

The chosen candidate will be expected to obtain the Linux Foundation Certified Systems Administrator (LFCS) certification, or equivalent, within their first 6 months of employment. This will be financially supported by the Company.
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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