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 Developer Customer Support Engineer to join our team. This is a hybrid opportunity based in Costa Rica.
Job Summary
Provide technical support for Imprivata products to customers and partners. Develop and maintain internal tools for the Customer Experience team. Diagnose and resolve complex software issues in networked and virtualized environments, ensuring high operational efficiency and timely reporting of product flaws.
Duties and Responsibilities
- Design, develop, and maintain internal tools and product features.
- Maintain Support Case Queue.
- Collaborate across teams to deliver software updates and releases.
- Troubleshoot and resolve technical issues during testing and production.
- Participate in after-hours support rotation.
- Communicate technical information clearly to varied audiences.
- Meet or exceed team targets and SLAs.
- Create, maintain, and share technical knowledge and documentation.
- Mentor peers and deliver internal training.
- Manage support cases and ensure CRM data accuracy.
- Escalate issues appropriately based on business impact.
- Other duties as assigned and required.
Required Qualifications
- Technical degree or equivalent experience.
- 3+ years in software engineering or technical support.
- Proficiency in Python, JavaScript, HTML/CSS, SQL, SDKs, and APIs.
- Sound knowledge of OOP, Active Directory, and Agile/Scrum.
- Experience with log analysis, debugging, and application/desktop virtualization.
- Excellent problem-solving and communication skills.
- Ability to learn new technologies quickly.
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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Skills Required
- Technical degree or equivalent experience
- 3+ years in software engineering or technical support
- Proficiency in Python, JavaScript, HTML/CSS, SQL, SDKs, and APIs
- Sound knowledge of OOP, Active Directory, and Agile/Scrum
- Experience with log analysis, debugging, and application/desktop virtualization
- Excellent problem-solving and communication skills
- Ability to learn new technologies quickly
What the Team is Saying
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Imprivata Compensation & Benefits Highlights
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Healthcare Strength — Medical, dental, and vision coverage are paired with company funding of half the medical-plan deductible via an HSA or HRA, plus wellness reimbursements and EAP resources. Public benefit descriptions also note BCBS plan options and strong preventive dental and vision coverage.
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Parental & Family Support — Fully paid parental leave for birthing parents with additional paid bonding leave for adoptive, foster, and non-birthing parents is highlighted. Family-focused perks such as a free Care.com membership and domestic partner coverage reinforce caregiver support.
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Leave & Time Off Breadth — A flexible time-off policy (no set vacation bank) and paid holidays are emphasized. Hybrid and remote support through monthly tech and home-office stipends further underpins flexibility.
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.
