Senior Customer Support Engineer

Overview

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 Senior Customer Support Engineer to join our team. This is a hybrid opportunity based out of our Waltham, MA office.

The Senior Customer Support Engineer provides advanced technical support covering the full life-cycle of Imprivata products to external customers and partners. Expertly diagnoses and rapidly debugs technically complex software in networked and virtualized environments. Quickly and effectively isolates and resolves intricate problems in customer configurations and deployments. Accurately reports and prioritizes product flaws or reliability limits to engineering.

• Serve as a senior technical resource, clearly communicating complex technical concepts to customers and internal stakeholders while adapting to varying technical skill levels and maintaining strong, trusted relationships.
• Diagnose, troubleshoot, and resolve complex, high-impact customer issues through deep product expertise, advanced analytical skills, and collaboration with engineering and cross-functional teams.
• Consistently meet or exceed individual and team SLAs, KPIs, and productivity targets through effective prioritization, time management, and independent ownership of workload.
• Act as a recognized Subject Matter Expert across multiple products and features, rapidly learning new technologies and proactively expanding technical knowledge.
• Lead and manage customer escalations with executive visibility by setting expectations, defining success criteria, providing clear status updates, and driving timely resolution.
• Mentor and support peers by serving as a technical lead, fostering a culture of technical excellence, and delivering advanced technical training and guidance.
• Create, curate, and maintain high-quality knowledgebase content, coaching peers on best practices and ensuring accurate, reusable documentation across products.
• Ensure accurate and timely case documentation and closure in Salesforce, maintaining CRM data integrity and supporting operational reporting needs.
• Collaborate proactively across departments while maintaining customer and partner confidentiality, contributing to process improvements, and supporting flexible coverage and on-call requirements.
• Other duties as assigned and required.

• 7+ years  experience providing application or technical customer support with a Technical Degree or equivalent experience.
• Considerable experience troubleshooting software problems across multiple OS platforms.
• Solid understanding of networking concepts, routers and firewalls.
• Industry certifications such as Microsoft, VMWare, Citrix, AWS, ITIL, Cisco, CompTIA is preferred.
• Understanding of user authentication concepts and administration - Passthrough authentication, RDS session management, Kerberos, Biometrics, time-based tokens, proximity cards, RADIUS.
• Understanding/experience of Application and Desktop Virtualization, especially Citrix.
• Knowledge of Microsoft Active Directory / User Management / LDAP concepts.
• Experience in Healthcare is preferred.

This position offers a total compensation range of $ to $ (inclusive of base salary and variable…