Customer Support Engineer I

Description
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 Customer Support Engineer I to join our team. This is a remote opportunity based out of the West coast of Canada.
Job Summary
Provides technical support covering the full life-cycle of Imprivata products to external customers, partners and employees. 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. Must be able to work 9am-6pm.
Duties and Responsibilities

• Leverage individual and team knowledge and expertise, knowledgebase, documentation and other information sources to help solve problems
• Troubleshoot, debug and reproduce customer scenarios. Make use of diagnostic tools to examine and resolve customer issues.
• Ability to convey technical information at the appropriate level for any audience.
• Aims to empathize, advocate for, and maintain positive relationships with colleagues and customers.
• Creates reusable knowledge articles based on problem data and case resolution and contributes to ongoing Knowledge article maintenance and coach peers on Knowledgebase usage. Ensure CRM data is kept up to date at all times.
• Apply an appropriate sense of urgency and proactivity and recognize the need for case re-prioritization and escalation based on customer and business impact.
• Use the Salesforce call tracking system to record all case details and close cases in a timely manner.
• Meets or exceeds individual and team targets & SLAs
• Collaborate cross-functionally to diagnose and resolve customer issues.
• Adhere to regular shifted hours, with additional coverage flexibility as required. Including providing scheduled After-Hours coverage on a rotating basis.
• Occasional travel for onsite support, business meetings, training, conferences, etc., as required.
• Other duties as assigned and required.

Required Qualifications

• Technical degree or equivalent experience.
• 2+ years' experience providing customer service/support (application or technical ideally).
• Excellent written and verbal communication skills in English; as well as a professional telephone manner.
• Good time management skills and demonstrated ability to effectively prioritize own workload.
• Rational thinker with data-analytical and problem-solving skills.
• Ability to flex and prioritize workload with a sound focus on attention to detail and organization with the ability to multi-task.
• Fluent in West Coast French

Desirable:

• Additional written and spoken languages (Spanish and other European languages) an advantage but not essential.
• Industry certifications such as Microsoft, VMWare, Citrix, AWS, ITIL, Cisco, CompTIA.
• Knowledge of user authentication concepts and administration -Passthrough authentication, RDS session management, Kerberos, Biometrics, time-based tokens, proximity cards, RADIUS.
• Knowledge/experience of Application and Desktop Virtualization, especially Citrix.
• Knowledge of Microsoft Active Directory / User Management / LDAP concepts.
• Experience in Healthcare.

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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