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 II to join our team. This is a remote opportunity based out of Costa Rica.
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. .
Duties and Responsibilities
Communication Skills
- Good standard of verbal and written English and 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
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
- Logical thinker with analytical and problem-solving skills
- Adopts AI technology and tools to work smarter and more efficiently
- 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
Escalation Management
- Consistently applies appropriate sense of urgency and proactivity
- Recognizes the need for case prioritization and escalation based on customer and business impact
Mentoring / Training
- Ability to create and deliver peer-level technical training
- Comfortable training fellow team members
- Independently creates reusable knowledge articles based on problem analysis and case resolution and contributes to ongoing Knowledge article maintenance
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 analyze 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
Required:
- Minimum of 5+ years’ experience providing customer service/ technical support
- Technical degree or equivalent experience
Desirable:
- In addition to English, written and spoken languages (French, Spanish and other European languages) are preferred
- 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 industry knowledge of technologies and workflows
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.
#LI-Remote #LI-SF1
Skills Required
- Minimum of 5+ years' experience providing customer service/technical support
- Technical degree or equivalent experience
- Good standard of verbal and written English and a professional telephone manner
- Written and spoken additional languages (French, Spanish and other European languages)
- 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 or knowledge of Healthcare industry technologies and workflows
What the Team is Saying
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Imprivata Compensation & Benefits Highlights
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Healthcare Strength — Health coverage includes medical, dental, and vision plus company-funded HSA/HRA contributions toward deductibles, an EAP, and annual wellness reimbursements. These offerings indicate robust healthcare support.
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Parental & Family Support — Fully paid parental leave is described as available for birthing and non‑birthing parents, alongside a Care.com membership and benefits for domestic partners and dependents. These programs show strong support for a range of family needs.
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Retirement Support — A 401(k) with company match is available, together with bonus eligibility and an employee stock purchase plan. This combination supports long‑term financial planning.
Imprivata Insights
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.
