Senior Customer Support Engineer

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 Senior Customer Support Engineer to join our team.
Job Summary
We are seeking a Sr. Customer Support Engineer to join our growing team supporting Imprivata's Digital Identity Framework. The ideal candidate will have a strong technical background and years of experience in a customer-facing role and 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 until resolution
• Mentor other team members and be go-to Subject Matter Expert (SME) on various Imprivata products
• Create and update technical documentation and training for customers and internal teams
• Ability to work 8am-5pm or 9am-6pm US ET with additional coverage flexibility as required
• Provide scheduled after-hours coverage on a rotating basis

Qualifications

• Minimum 5+ years' experience providing customer service/technical support, Technical Degree or equivalent experience
• Experience with troubleshooting the following technologies: Windows, Linux, Active Directory, SQL, Citrix, VMware, TCP/IP, RDP
• 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-on (SSO) solutions
• Understanding of Privileged Access Management technology and software
• Background in Information Technology and System Administration
• Knowledge of Salesforce Service Console

This position offers a s alary range of $84,000.00 to $135,000.00 (inclusive of variable compensation such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here . This salary range represents the high and low end of Imprivata's salary range for this position. Actual salaries will vary and may be above or below the range based on various factors , such as a candidate's location, skills, experience, and qualifications.
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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