Imprivata · 9 hours ago
Senior Customer Support Engineer
Waltham, MA
Full-time
Hybrid
Mid, Senior Level
$100K/yr - $131K/yr
7+ years expImprivata is a company focused on unified access and security management programs for healthcare and mission-critical organizations. The Senior Customer Support Engineer provides advanced technical support for Imprivata products, diagnosing and resolving complex software issues while maintaining strong relationships with customers and internal teams.
Information ServicesSecurity
Responsibilities
Serve as a senior technical resource, clearly communicating complex technical concepts to customers and internal stakeholders while adapting to varying technical skill levels and maintaining strong, trusted relationships
Diagnose, troubleshoot, and resolve complex, high-impact customer issues through deep product expertise, advanced analytical skills, and collaboration with engineering and cross-functional teams
Consistently meet or exceed individual and team SLAs, KPIs, and productivity targets through effective prioritization, time management, and independent ownership of workload
Act as a recognized Subject Matter Expert across multiple products and features, rapidly learning new technologies and proactively expanding technical knowledge
Lead and manage customer escalations with executive visibility by setting expectations, defining success criteria, providing clear status updates, and driving timely resolution
Mentor and support peers by serving as a technical lead, fostering a culture of technical excellence, and delivering advanced technical training and guidance
Create, curate, and maintain high-quality knowledgebase content, coaching peers on best practices and ensuring accurate, reusable documentation across products
Ensure accurate and timely case documentation and closure in Salesforce, maintaining CRM data integrity and supporting operational reporting needs
Collaborate proactively across departments while maintaining customer and partner confidentiality, contributing to process improvements, and supporting flexible coverage and on-call requirements
Other duties as assigned and required
Qualification
Required
7+ years' experience providing application or technical customer support with a Technical Degree or equivalent experience
Considerable experience troubleshooting software problems across multiple OS platforms
Solid understanding of networking concepts, routers and firewalls
Understanding of user authentication concepts and administration – Passthrough authentication, RDS session management, Kerberos, Biometrics, time-based tokens, proximity cards, RADIUS
Understanding/experience of Application and Desktop Virtualization, especially Citrix
Knowledge of Microsoft Active Directory / User Management / LDAP concepts
Preferred
Industry certifications such as Microsoft, VMWare, Citrix, AWS, ITIL, Cisco, CompTIA is preferred
Experience in Healthcare is preferred
Benefits
Top-notch work environment
Developmental opportunities
Competitive total rewards package
Company
Imprivata
The digital identity company for life- and mission-critical industries, simplifying secure access across hyper-complex ecosystems
501-1000 employees
H1B Sponsorship
Imprivata has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9)
2024 (15)
2023 (4)
2022 (16)
2021 (9)
2020 (10)
Funding
Current Stage
Public CompanyTotal Funding
$45MKey Investors
Thoma BravoSapphire Ventures
2022-04-11Private Equity
2016-07-13Acquired
2014-06-24IPO
Leadership Team
Jeff Kalowski
Senior Vice President, Legal
Recent News
BiometricUpdate.com
2026-02-02
BiometricUpdate.com
2026-01-24
Company data provided by crunchbase