Customer Support Engineer II

Overview

Imprivata is seeking a Customer Support Engineer II for a remote Canada-based position. This role focuses on providing technical support for Imprivata products to external customers, partners, and employees in networked and virtualized environments.

Provides technical support covering the full life-cycle of Imprivata products. Diagnoses and debugs technically complex software in networked and virtualized environments. Identifies and resolves problems in customer configurations and deployments. Reports product flaws or reliability limits to engineering.

Communication Skills

• Good standard of verbal and written English and a professional telephone manner
• Conveys technical information at the appropriate level for any audience
• Empathizes with, advocates for, and maintains positive relationships with colleagues and customers

Productivity / Efficiency

• Leverages knowledge bases, documentation, and other information sources to solve problems
• Manages time effectively and prioritizes workload
• Troubleshoots, debugs, and reproduces customer scenarios
• Uses logical thinking and analytical skills to solve problems
• Adopts AI technologies to work smarter and more efficiently
• Maintains detail orientation, organization, and multi-tasking ability
• Works toward becoming a Subject Matter Expert in one or more products or features

Escalation Management

• Applies urgency and proactivity in handling cases
• Prioritizes and escalates based on customer and business impact

Mentoring / Training

• Creates and delivers peer-level technical training
• Trains fellow team members
• Produces reusable knowledge articles from problem analysis and case resolution and maintains knowledge articles

Case Management

• Uses Salesforce call tracking to record all case details timely
• Closes cases in the system once resolved
• Meets or exceeds individual and team targets and SLAs
• Keeps CRM data up to date
• Uses diagnostic tools to analyze and resolve issues

Additional Responsibilities

• Adheres to regular shifted hours with additional coverage as required
• Provides scheduled after-hours coverage on a rotating basis
• Occasional travel for onsite support, meetings, training, or conferences
• Respects and maintains customer and partner confidentiality
• Collaborates effectively across functions and departments
• Other duties as assigned

• Minimum of 5+ years of experience providing customer service or technical support
• Technical degree or equivalent experience

• Proficiency in English plus written and spoken languages (French, Spanish, and other European languages) is preferred
• Industry certifications (Microsoft, VMware, Citrix, AWS, ITIL, Cisco, CompTIA)
• Understanding of user authentication concepts and administration (Passthrough authentication, RDS, Kerberos, Biometrics, tokens, proximity cards, RADIUS)
• Understanding/experience with Application and Desktop Virtualization, especially Citrix
• Knowledge of Microsoft Active Directory / User Management / LDAP concepts
• Healthcare industry knowledge of technologies and workflows

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.