Technical Knowledge Enablement Specialist

Ready to join a team that’s all in? At Imprivata we deliver unified access and security management programs that eliminate friction empowering healthcare and mission-critical organizations to work smarter faster and more securely.

We believe work can be more than a job or task—it’s a collective spirit; the type that emboldens creativity embraces challenge and fosters excitement. We are constantly raising the bar on what’s possible owning the outcome of our triumphs and trials staying nimble amidst change and cultivating an environment where we win together. Here your ideas matter your differences are celebrated and your work drives real results—for your career your teammates and our customers.

When you join Imprivata you embark on a shared journey of ambition and growth. We’re committed to building an inclusive workplace where everyone feels valued and supported. If you’re looking for a place to match your passion with purpose—and where every day you can make an impact—you’ll find it here.

We are seeking a Technical Knowledge Enablement Specialist to join our team. This is a fully remote opportunity based out of the United States.

Job Summary

The Technical Knowledge Enablement Specialist supports Imprivata’s Customer Support organization by transforming technical subject matter expertise knowledge gaps support case trends and recurring escalation drivers into clear actionable knowledge and enablement resources for the department. This role focuses on creating and maintaining technical knowledge articles troubleshooting guides decision trees internal runbooks training materials and other support enablement content that improves case handling quality and resolution efficiency. The role works closely with Application Support SMEs Knowledge Management Support Product and Engineering to identify knowledge gaps capture technical workflows and document repeatable troubleshooting practices. Operating within the broader Knowledge Management program this role helps ensure Support teams have the information context and tools needed to troubleshoot effectively and escalate with complete accurate information.

Duties and Responsibilities

• Create knowledge articles troubleshooting guides runbooks decision trees and training materials that help Support troubleshoot issues consistently and effectively.
• Partner with Application Support subject matter experts to capture product-specific troubleshooting steps diagnostic workflows known issue patterns and support best practices.
• Analyze support cases escalation trends repeated questions and Support feedback on a regular basis to identify technical knowledge gaps and prioritize new or updated content.
• Convert SME-led trainings mentoring sessions case reviews and informal knowledge-sharing discussions into reusable reference materials for Support.
• Collaborate with the Knowledge Management Specialist to ensure technical content follows established content standards style guidelines taxonomy review processes and publishing workflows.
• Maintain assigned technical content by reviewing it for accuracy completeness relevance and usability according to established content review cycles.
• Support Product Engineering and Application Support teams by documenting product behavior supportability gaps recurring technical issues and required escalation information.
• Track knowledge and enablement requests in a prioritized backlog based on case volume escalation frequency knowledge gaps product risk SME input and Support impact.
• Other duties as assigned and required

Required Qualifications

• Bachelor’s degree in Technical Writing Communications English Information Systems Computer Science Instructional Design or a related field or equivalent practical experience.
• 2+ years of experience in technical writing technical support knowledge management support enablement application support or a related role.
• Strong written and verbal communication skills with the ability to translate technical information into clear accurate and actionable support content.
• Working knowledge of technical documentation formats including knowledge articles troubleshooting guides runbooks decision trees training materials or internal support playbooks.
• Ability to work with subject matter experts review support cases and identify documentation gaps based on recurring issues escalation patterns and internal feedback.
• Experience using knowledge management systems case management systems CRM platforms or similar support tools; KCS ITIL technical writing or instructional design certification preferred.

This position offers a total compensation range of $87000.00 to $112000.00 (inclusive of base salary and variable compensation such as bonuses and incentives). In addition more information about Imprivata’s benefit offerings can be found here. This range represents the high and low end of Imprivata’s compensation range for this position. Actual compensation 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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What We Do

For more than two decades Imprivata has been redefining how life- and mission-critical industries secure and manage digital identities. We empower healthcare and enterprise organizations to enable fast compliant and secure access to technology—allowing clinicians and staff to stay focused on what matters most: patient care and operational excellence. Our digital identity platform is purpose-built for complex environments where every second counts and security can never take a back seat. From authentication and access management to device application and identity governance Imprivata provides a unified approach that balances usability with protection. Trusted by the world’s leading healthcare systems and enterprises in over 45 countries we deliver solutions that improve efficiency safeguard data and drive digital transformation. At Imprivata our commitment goes beyond technology—we partner closely with our customers to ensure their success every step of the way.

Why Work With Us

At Imprivata every voice matters. We’re a global team driven by innovation compassion and collaboration. Together we live our values—Raise the Bar Own the Outcome Stay Nimble and Win Together—while making a real impact on healthcare technology and the communities we serve.

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