Customer Support Engineer I

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 Customer Support Engineer I to join our team.
Job Summary
We are seeking a highly skilled Customer Support Engineer I (CSE I) to join our growing team supporting Imprivata's Digital Identity Framework. The ideal candidate will have a strong technical background and experience in a customer-facing role who 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 Responsibilities

• Provide technical support to our customer base for Imprivata's Identity and Access Management solutions
• Ensure 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 issues until resolution
• Create and update technical documentation and training for customers and internal teams
• Ability to work 8am-5pm or 9am-6pm US EST with additional coverage flexibility as required
• Provide scheduled after-hours coverage on a rotating basis

Qualifications

• Minimum 2+ years experience providing customer service/technical support, Technical Degree or equivalent experience
• Experience with troubleshooting two or more of the following technologies; Windows, Linux, Active Directory, SQL, Citrix, VMWare, TCP/IP
• Excellent communication skills, ability to empathize for, and maintain positive relationships with customers
• Attention to detail, good time management skills and demonstrated ability to effectively multi-task and prioritize own workload
• Logical thinker with good analytical and problem-solving skills

Desirable Skills:

• Experience with Single Sign off software
• iOS and Android troubleshooting experience
• Mobile Device Management experienc

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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