Customer Support Engineer II

About the role

Imprivata is looking for a Customer Support Engineer II to provide technical assistance for its unified access and security management solutions. This remote position serves healthcare and mission‑critical organizations worldwide.

Key responsibilities

• Provide technical support for Imprivata products throughout the full lifecycle to external customers, partners, and employees.
• Diagnose and debug complex software issues in networked and virtualized environments.
• Isolate and resolve problems in customer configurations and deployments.
• Report product defects and reliability limits to engineering teams.
• Document case details and manage case closure using Salesforce.

Required profile

• Professional verbal and written English with a courteous telephone manner.
• Strong analytical and logical thinking with the ability to troubleshoot and reproduce customer scenarios.
• Effective time‑management skills and the ability to prioritize workload independently.
• Flexibility, attention to detail and capability to multitask in a remote environment.

Required skills

• Proficiency with Salesforce for case tracking.