Customer Support Engineer II

Elevate your career with Imprivata as a Customer Support Engineer II in a remote role based in Canada. Focus on delivering technical support for our suite of products, assisting customers and partners in resolving complex software issues.

This position emphasizes diagnosing customer configurations and engaging with both external clients and internal teams. With a commitment to quality service, you will mentor peers, create knowledge-based resources, and maintain a proactive approach in issue resolution. Strong analytical and communication skills are critical for success.

Key Responsibilities:

• Manage case details using diagnostic tools and Salesforce

• Create and deliver technical training to peers

• Collaborate with engineering to identify product limitations

• Ensure timely case closures and updates in CRM

• Handle additional responsibilities including after-hours support

Requirements:

• At least 5+ years of proven technical support experience

• Technical degree or equivalent qualifications

• Fluent in English; other languages are advantageous

• Knowledge of user authentication and virtualization

• Preference for industry certifications (e.g. AWS, Microsoft)

Make your mark at Imprivata by utilizing your customer support expertise and technical knowledge.
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