Developer Customer Support Engineer

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 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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