Customer Support 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 Customer Support Engineer II to join our team for this remote opportunity out of Costa Rica!
Job Summary
Provides 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 Responsibilities
Communication Skills

• Good standard of verbal and written English and a professional telephone manner
• Can convey technical information at the appropriate level for any audience
• Strives to empathize, advocate for, and maintain positive relationships with colleagues and customers
• Additional written and spoken languages (Spanish and other European languages) an advantage but not essential

Productivity / Efficiency

• Leverages individual and team knowledge and expertise, knowledgebase, documentation and other information sources to help solve problems
• Good time management skills and demonstrated ability to effectively prioritize own workload
• Able to troubleshoot, debug and reproduce customer scenarios
• Logical thinker with analytical and problem-solving skills
• Learns rapidly through both formal and informal training
• Required to be flexible, detail-oriented and organized with the ability to multi-task
• Works toward becoming a recognized Subject Matter Expert in one or more products or features

Escalation Management

• Consistently applies appropriate sense of urgency and proactivity
• Recognizes the need for case re-prioritization and escalation based on customer and business impact

Mentoring / Training

• Ability to create and deliver peer-level technical training
• Comfortable training fellow team members
• Independently creates reusable knowledge articles based on problem analysis and case resolution and contributes to ongoing Knowledge article maintenance

Case Management

• Use the Salesforce call tracking system to record all case details in timely manner
• Close cases in the system in a timely manner once resolved/completed
• Meets or exceeds individual and team targets & SLAs
• Ensure CRM data are kept up to date at all times
• Makes use of diagnostic tools to analyze and resolve customer issues

Additional Responsibilities

• Adhere to regular shifted hours, with additional coverage flexibility as required
• Provide scheduled After Hours coverage on a rotating basis.
• Occasional travel for onsite support, business meetings, training, conferences, etc., as required
• Respects and maintains customer and partner confidentiality
• Collaborates effectively across functions and departments
• Other duties as assigned and required

Qualifications
Required:

• Minimum of 5+ years' experience providing customer service/support (application or technical ideally)
• Technical degree or equivalent experience

Desirable:

• Industry certifications such as Microsoft, VMWare, Citrix, AWS, ITIL, Cisco, CompTIA
• Experience working with MDM platforms, Android and IOS administration
• Understanding/experience of Application and Desktop Virtualization, especially Citrix
• Experience troubleshooting applications on Linux OS
• Knowledge of Microsoft Active Directory / User Management / LDAP concepts
• Experience in IT/ Security application support in a healthcare environment

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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