Description
Come join a winning team! Here at Imprivata, you'll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.
While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.
We are seeking a Customer Support Engineer I to join our team. This is a remote opportunity based in British Columbia, 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 PT.
Duties and Responsibilities
Communication Skills
- Good standard of verbal and written English and French skills, as well as a professional telephone manner
- Can convey technical information at the appropriate level for any audience
- Strives to empathize, advocate for, and maintain positive relationships with colleagues and customers
- Additional written and spoken languages (Spanish and other European languages) an advantage but not essential
Productivity / Efficiency
- Leverages individual and team knowledge and expertise, knowledgebase, documentation and other information sources to help solve problems
- Good time management skills and demonstrated ability to effectively prioritize own workload
- Able to troubleshoot, debug and reproduce customer scenarios
- Rational thinker with methodical and problem-solving skills
- Learns rapidly through both formal and informal training
- Required to be flexible, detail-oriented and organized with the ability to multi-task
- Works toward becoming a recognized Subject Matter Expert in one or more products or features
Knowledge Management
- Searches for, references and utilizes, existing Knowledge articles
- Creates reusable knowledge articles based on problem analysis and case resolution and contributes to ongoing Knowledge article maintenance
- Coaches peers on Knowledgebase usage
Escalation Management
- Applies appropriate sense of urgency and proactivity
- Recognizes the need for case re-prioritization and escalation based on customer and business impact
Case Management
- Use the Salesforce call tracking system to record all case details in timely manner
- Close cases in the system in a timely manner once resolved/completed
- Meets or exceeds individual and team targets & SLAs
- Ensure CRM data are kept up to date at all times
- Makes use of diagnostic tools to evaluate and resolve customer issues
Additional Responsibilities
- Adhere to regular shifted hours, with additional coverage flexibility as required
- Provide scheduled after-hours coverage on a rotating basis.
- Occasional travel for onsite support, business meetings, training, conferences, etc., as required
- Respects and maintains customer and partner confidentiality
- Collaborates effectively across functions and departments
- Other duties as assigned and required
Required Qualifications
- Minimum of 2+ years' experience providing customer service/support (application or technical ideally)
- Technical degree or equivalent experience
- Strong written and verbal communication skills in both English and French
- Must be able to work 9am-6pm PT
Desired Qualifications
- Industry certifications such as Microsoft, VMWare, Citrix, AWS, ITIL, Cisco, CompTIA
- 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 of 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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What the Team is Saying
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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Imprivata Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Imprivata offers a flexible hybrid work model with three in-office days and two remote. Collaboration is key, and schedules are coordinated with managers to balance flexibility and connection.
