Technical Operations Analyst (Customer L2/L3 Support)

| Austin, TX +80 more | Remote | Hybrid
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Offering a $1,000 sign-on bonus in addition to a competitive salary, generous benefits package, and robust training programs for career development!

Who We Are

At SecureLink, we take our jobs seriously, but ourselves, not so much. We aren't afraid of a challenge and understand the autonomous and team effort required to accomplish something great! Founded in 2003, and headquartered in Austin, Texas, SecureLink provides market-leading security, privacy and compliance solutions, securing third party remote access for highly regulated enterprises and technology vendors, as well as insider access with innovative machine learning and audit of access to the most mission critical and sensitive systems of more than 30,000 organizations worldwide across multiple industries, including healthcare, manufacturing, government, legal and gaming.

Our Vision

We believe diversity drives better outcomes. We want you to be you. SecureLink is a place where your ideas and performance matter. Different ideas, perspectives, and backgrounds create a stronger and more creative work environment that delivers better results.

Choose Where You Work

At SecureLink, we believe trust is an essential ingredient for building productivity in the workplace. We want to ensure all our employees feel both safe and productive. Our employees have the option to work 100% remotely, 50% remotely, or 100% from our physical offices located in Austin, TX, and Nashville, TN.

Remote work can currently be supported for employees residing in the following locations: AR, CA, CO, FL, ID, IL, KY, MD, MI, MN, NY, OH, PA, TX, TN, VA, WA.

What You'll Do

This role requires "RockStar", detail-oriented, people that are all about providing "5-Star Service" throughout the entire life-cycle of a customer! As a Technical Operations Analyst, you are a member of a team responsible for ensuring our deployment base for our customers is operational and functioning within expectations. 

In this crucial role, you'll interact with customers (via email or phone), to establish, fix, or expand their SecureLink deployment when needed! In this role, you WILL become technically versed in many areas! Day-to-day responsibilities include:

  • Research and address incoming questions and service requests from customers, providing focused communication. (via case files, emails or phone call)
  • Address escalations from customers and internal teams and ensure SecureLink remains strong in its commitment to customer success!
  • Maintain detailed case records containing actionable next steps, impact assessments, and priority levels
  • Provide regular status updates to customers throughout the duration of the case lifecycle, Including verify features, fixes, and resolutions to break-fix issues in the customer production environment.
  • Perform patching and upgrades to new versions in the customer environment as needed.
  • Participate in cross-functional team discussions and projects to deploy new SecureLink services to customers
  • Provide general "how-to" product information, configuration support, collection of relevant technical problem information, and filter non-technical problems from technical problems
  • Play an active role in the development of the organization by participating in process development and other team improvement projects
  • Work with the Customer Support team to ensure issues reported in the customer base are resolved in a timely professional manner
  • Work with the Technical Operations Manager to ensure bugs found in the field are reproduced, documented, and receive appropriate visibility
  • Coordinate customer maintenance events with the Project Management team to ensure customer projects and services are correctly delivered in a timely manner and requirements are well understood
  • Work with the Sales and Account Management organizations to ensure customer's technological expectations are well managed on current or new customer deployments
  • Accommodate schedule/shift changes as needed (i.e. customer outages)

What You'll Need

  • Passion for customer service and problem resolution
  • Case/Ticket management experience
  • History of success in a team environment
  • Ability to quickly identify root-cause and triage
  • Time and priority management
  • Excellent verbal and written communication skills
  • Systematic Troubleshooting methodologies
  • Basic understanding of software architecture models such as n-tier applications, as well as Linux and Windows administration
  • Concrete understanding of computing, security, and networking basics
  • Basic competency with SQL 

Why Choose Us

SecureLink doesn't just Have Fun Creating Value Over the Long Run (HFCV/LR) for our customers and shareholders, we Have Fun Creating Value in the lives and careers of our employees. Benefits and perks include:

  • Health: Medical, dental and vision insurance - SecureLink foots the whole bill for employees and subsidizes dependent coverage at 75%!
  • Wellness: SecureLink kicks cash into your HSA, $2,500 for those with individual coverage and $5,000 for those with family coverage. Employees are provided with a standing desk, healthy snacks, and have free access to an onsite gym.
  • Retirement: SecureLink contributes 3% of your annual base salary to a 401k.
  • Time off: Employees receive unlimited PTO, including time to volunteer. Additionally, we offer 10 paid company holidays.
  • Perks: Our onsite kitchen provides employees with healthy options for breakfast & lunch every day. We kick back $100 per month towards cell phone reimbursement.
  • Workspace: Casual dress code for our employees, and you will see many people around wearing jeans, and yes – even t-shirts and the occasional pair of flip-flops.

What Else?

Happy and successful SecureLink employees embrace the company's mission to have fun creating value over the long run. Great employees have three attributes that make them "slinky". These are 1) excellence at their position, 2) eagerness to grow and improve and 3) a true sense of responsibility to meaningfully contribute to the company, customers, and culture.

If you are just looking for another job, this is not the place for you. We like to laugh and be around happy, smart, interesting, self-motivated and "slinky" people. Slackers, grumps, and pessimists need not apply.


We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable federal, state, or local laws. 

#BI-Remote

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • Node.jsLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • SpringFrameworks
    • FreemarkerFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • GainsightAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • JIRAManagement
    • SmartsheetManagement
    • TrelloManagement
    • WordpressCMS
    • Chorus.AICRM
    • LinkedIn SalesNavigatorCRM
    • SalesforceCRM
    • SalesLoftCRM
    • ApolloLead Gen
    • MarketoLead Gen
    • Microsoft TeamsCollaboration
    • ZoomCollaboration

An Insider's view of Imprivata

What's the biggest problem your team is solving?

The project I'm most excited about is the verticalization of the SecureLink Business Development team. I am excited to gain insight into untapped industries and getting our product into the hands of companies that need it most!

Jacob

Manager, Sales Development - Commercial

How does the company support your career growth?

Here we have room for growth, whether it is up or lateral. We also have enough people where you can draw off of other people's experiences and learn from them, but you're not lost in this vast expanse of other people. You are not pitted against each other. People actually do help each other out and they're willing to share their knowledge.

Rebecca

Regional Sales Manager

What are Imprivata Perks + Benefits

Imprivata Benefits Overview

Each path through life is unique. Imprivata employees enjoy a range of benefits designed to help them – and their families – stay healthy and financially prepared every step of the way.

From tuition assistance and treadmill desks to company-matched 401(k)s and pet insurance, Imprivata makes it easier for you to reap the rewards of hard work.

Culture
Volunteer in local community
Through Imprivata iCares, team members support initiatives that range from seasonal donation drives to hands-on building projects to long-term youth mentoring partnerships.
Partners with nonprofits
Imprivata partners with nonprofit organizations such as BuildBoston, Metropolitan Ministries, United Way, Crossroad for Kids, and more.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Our employees have the option to work 100% remotely, 50% remotely, or 100% from our physical offices located in the United States and internationally.
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Imprivata's Flexible Spending Account helps employees cover out-of-pocket medical expenses with pre-tax contributions up to the IRS maximum annually.
Disability insurance
Imprivata offers both short-term and long-term disability benefits.
Dental insurance
Imprivata's dental plan covers 100% of the cost of preventative care, including topical fluoride and x-rays.
Vision insurance
Imprivata's vision insurance plan provides 100% coverage for annual eye exams after a $10 copay. Frames are covered up to $150 and contacts are covered up to $130.
Health insurance
Imprivata offers two health insurance plans with BCBS - a traditional PPO plan and a high-deductible health plan.
Life insurance
Pet insurance
Imprivata is offering pet insurance for employees through Nationwide. You can choose to cover dogs and cats, as well as various exotic pets.
Wellness programs
To promote wellness, Imprivata offers walking treadmill desks, financial wellness webinars, nutrition seminars, mental wellbeing initiatives, discounted gym memberships, and more.
Mental health benefits
Financial & Retirement
401(K)
Imprivata's 401(k) retirement plan allows eligible employees to defer from salary pre-tax and/or Roth post-tax savings contributions.
401(K) matching
Imprivata's 401(k) retirement plan provides a discretionary match of 50% up to 6% contributed by the employee; the match occurs in each paycheck.
Company equity
Employee stock purchase plan
Performance bonus
All full-time employees are eligible for the Imprivata bonus plan.
Child Care & Parental Leave Benefits
Generous parental leave
Imprivata offers up to 12 weeks of 100% paid parental leave.
Family medical leave
Imprivata offers up to 12 weeks of unpaid, job-protected leave per year, as well as maintained health benefits, for any employee eligible under the Family and Medical Leave Act (FMLA).
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Imprivata employees enjoy quarterly paid team outings, as well as company-wide annual holiday parties and other events, for all employees and a guest.
Free daily meals
Our onsite chefs in our Austin, TX office provide breakfast, lunch, and snacks to employees every day. YUM.
Free snacks and drinks
Imprivata has a fully stocked kitchen in every office, including unlimited snacks, coffee, and more.
Some meals provided
Our HQ in Waltham, MA provides a weekly catered lunch every Wednesday.
Company-sponsored happy hours
Onsite office parking
Imprivata employees don't worry about where they will park -- we have our own lots and garages.
Recreational clubs
Imprivata sponsors office sports leagues year round, including softball, basketball, volleyball, soccer, running, golf and more.
Home-office stipend for remote employees
Imprivata offers home office stipends to all of our employees.
Onsite gym
Professional Development Benefits
Job training & conferences
Imprivata offers a wide range of training programs to all employees, including functional bootcamps, in-house professional development, and knowledge sharing sessions.
Tuition reimbursement
Imprivata offers tuition reimbursement for all full-time employees for undergraduate degrees.
Lunch and learns
Imprivata hosts a lunch-and-learn series we call KSS (Knowledge Sharing Sessions), intended to help expand our employees' base of knowledge through informal talks/discussions.
Promote from within
Mentorship program
Continuing education stipend
Imprivata offers tuition reimbursement for all full-time employees for graduate degrees.
Continuing education available during work hours
Imprivata employees take at least one LinkedIn Learning course per quarter, attend monthly Knowledge Sharing Sessions, and have access to the Imprivata Learning Center, iLearn.
Online course subscriptions available
Customized development tracks
Paid industry certifications
Imprivata offers tuition reimbursement for all full-time employees for certification courses.

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