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 Senior Customer Support Engineer to join our team for this remote opportunity out of Costa Rica!
Job Summary
Provides advanced technical support covering the full life-cycle of Imprivata products to external customers and partners. Expertly diagnoses and rapidly debugs technically complex software in networked and virtualized environments. Quickly and effectively isolates and resolves intricate problems in customer configurations and deployments. Accurately reports and prioritizes product flaws or reliability limits to engineering.
Duties and Responsibilities
Communication Skills
- Strong verbal/written English; professional phone manner
- Tailor technical explanations to audience expertise
- Builds positive relationships with customers and colleagues
- Additional European language skills are a plus
Productivity & Efficiency
- Consistently meets/exceeds targets & SLAs
- Leverages resources for efficient problem-solving
- Strong time management and prioritization skills
- Advanced troubleshooting, debugging, and analytical abilities
- Rapid, proactive learner and recognized SME in multiple products
Mentoring & Training
- Fosters technical excellence and positive team culture
- Delivers advanced technical training
- Sought-after technical lead and mentor
Case Management
- Uses Salesforce for case tracking and timely updates
- Meets/exceeds productivity targets and KPIs
- Excellent escalation management skills
- Ensures CRM data accuracy and effective issue resolution
- Creates, maintains, and improves knowledge articles
- Guides others in knowledge-sharing best practices
Additional Responsibilities
- Flexible scheduling and after-hours support as needed
- Occasional travel for business needs
- Works independently and collaboratively across departments
- Maintains confidentiality and contributes to process improvements
Qualifications
Required:
- Minimum of 7+ years' experience providing application or technical customer support
- Technical Degree or equivalent experience
- Considerable experience troubleshooting software problems across multiple OS platforms
- Advanced understanding of networking concepts, routers and firewall
Desirable:
- Industry certifications such as Microsoft, VMWare, Citrix, AWS, ITIL, Cisco, CompTIA, Linux
- Understanding of user authentication concepts and administration - Passthrough authentication, RDS session management, Kerberos, Biometrics, time-based tokens, proximity cards, RADIUS
- Linux system administration (RHEL, SUSE, etc)
- Understanding/experience of Application and Desktop Virtualization, especially Citrix
- Knowledge of Microsoft Active Directory / User Management / LDAP concepts
- Experience working with technology in the Healthcare space
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
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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.
