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 Developer Customer Support Engineer to join our team for this remote opportunity out of 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.
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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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.
