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.
This person can sit remotely from anywhere in the United States, but must be able and willing to work 9 AM - 6 PM Pacific Time.
Job Summary
We are seeking candidates who have the desire and drive to learn. The Customer Support Engineer I will be responsible for supporting Imprivata's EA/CC product line to external customers and clients.
In this role, you will troubleshoot, debug, and diagnose, as well as advocate for customers on varying levels of complex issues. Communication and requests are received by phone, email, and support portal. Responsibilities also include managing customer environments in production and sandbox through configuration, updates and patches.
Duties and Responsibilities

• Provide support for Imprivata products to our global customer base.
• Collect and analyze user and server logs to identify issues and trends.
• Collaborate with integral teams such as development and customer success to resolve complex issues.
• Manage production environments through system and application updates, configuration changes, and monitoring.
• Create knowledge base articles/documentation for internal teams and customers.
• Ability to work 9:00 AM - 6:00 PM Pacific Time.

Required Qualifications

• Minimum of 2 years' experience in customer support/help desk or similar services.
• Excellent written and verbal communication skills.
• Ability to communicate complex issues between technical and non-technical audiences.
• Organized with attention to detail, and time management skills.
• Strong understanding of networking basics, TCP/IP model, and n-tier architecture.
• Organized with attention to detail and time management skills.

Desired Qualifications

• Linux administration.
• Experience with terminal-based SQL (Postgres, MySQL, or similar).
• Understanding of authentication methods - MFA (Multi Factor Authentication), LDAP/LDAPS, SSO.
• Experience in collection of and analyzing server applications.

Working Conditions

• Indoor office environment with work from home/hybrid options available.

Physical Requirements

• This role is regularly required to sit, talk, hear, and use hands and fingers to operate a computer and telephone.

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.
Please keep in mind that all Imprivata open positions are posted on our careers page , which is the only way to apply for prospective employment at our company. We only contact candidates regarding their applications via @imprivata.com email addresses. For more information on how to remain vigilant about your personal security and privacy, you may refer to the FTC resources on Scams here and resources on Identity Theft and Online Security here .
For more information about online scams, you may access the FBI Internet Crime resource page here . If you would like to report a scam, you may file an IC3 complaint with the FBI here.
The Company is requiring all of its new employees who travel on behalf of Imprivata to be vaccinated against COVID-19. However, when an employee cannot be vaccinated because of a disability or a sincerely held religious belief, practice or observance, the Company will consider whether a reasonable accommodation is required by applicable law. If you believe that you cannot be vaccinated because of a disability or a sincerely held religious belief, practice or observance, you may request an accommodation by contacting us. Otherwise, you will need to provide proof of your COVID-19 vaccination prior to commencing employment.
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