Developer Customer Support Engineer
Job Description
Job title: Developer Customer Support Engineer
Company: Imprivata
Job 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. This is a hybrid opportunity based out of our Uxbridge, England office.Job Summary
- Provides technical support for Imprivata products to external customers, partners, and colleagues.
- Diagnoses and debugs technically complex software in networked and virtualised environments.
- Quickly and effectively isolates and resolves intricate problems in customer configurations and deployments.
- Identifies case trends or product flaws to share with Engineering and Services teams.
- Handles developer-level cases that require scripting and coding expertise.
- Develops and maintains internal Customer Support apps and tools.
- Works independently and as part of a team.
Duties and Responsibilities
- Work in a case-based, call- and case-driven technical support environment.
- Focusing on Identity Governance & Access, Enterprise Access Management & Privileged Access Management products.
- Responsible for all customer communications, meeting SLAs, resolving and closing cases in a timely manner.
- Handle a dynamic, quick-moving environment, with the pressure that comes from customers in life-critical and business-critical situations.
- Experience with Salesforce CRM is a plus.
- Experience with healthcare software or environments is a plus.
- Design, develop, test, implement & troubleshoot custom-code elements of products (e.g. ‘bridges’, ‘interfaces’, scripts).
- Troubleshoot and resolve issues relating to Linux server and network infrastructure.
- Research and propose solutions to challenging technical and environmental problems.
- Work with colleagues and other teams to plan, scope, build, and deliver internal software tools.
- Other duties as assigned and required.
Success Factors
- Customer Satisfaction ≥ 9.5
- SLA Compliance ≥ 99%
- Reduction of effort hours or case count required for most frequent cases, via knowledge sharing, training or tools.
- Utilisation of internal tools
Communication Skills
- Ability to provide technical assistance via telephone in English without difficulty in understanding or speaking.
- Additional European or Middle Eastern languages a plus.
- Effectively conveys technical information at appropriate level for audience.
- Interpersonal skills that enable working with customers and colleagues at multiple levels of seniority.
- Can empathise, advocate for, and maintain positive relationships with customers.
Productivity
- Independently makes full use of individual and team knowledge and expertise, product documentation and other internal and external information sources to help solve problems.
- Effective time management skills and demonstrated ability to effectively prioritise personal workload.
- Logical thinker with attention to detail, excellent analytical and problem-solving skills.
- Learns new products and technology quickly and independently, through formal and informal training.
- Proactively seeks to learn new features and functionality, keeping technical skills relevant and up-to-date.
- Ability to be flexible in response to urgent issues, and multi-task effectively.
- Confident to work as part of a geographically diverse team with remote management.
Knowledge Management
- Independently creates reusable knowledge articles based on problem analysis and case resolution.
- Contributes to ongoing knowledge article maintenance and curation.
- Creates deeper technical training documents and presentations to help teach product and technical skills to colleagues.
Qualifications
- Must have technical degree or equivalent experience.
- 3+ years of relevant technical support experience, in a call- and case-driven environment.
- 3+ years of relevant experience using scripting or programming to develop or build solutions.
Technical Experience
- Programming / scripting languages:
- JavaScript, PowerShell & VBScript
- Java or BeanShell or C# (.NET)
- SQL (CRUD), with experience in MySQL, Oracle or MS SQL
- Experience working with XML and Web Services (e.g. Jetty, IIS)
- Linux OS & Command line
- Active Directory (knowledge of basic attributes, user, group management, certificates)
- Networking & TCP/IP concepts, infrastructure & principles
- PKI (X.509, certificates, TLS/SSL)
- IT Security principles and practices
- Agile Scrum methodology
- Considerable experience troubleshooting software problems across multiple OS platforms: Microsoft Windows, Windows Server, Thin & Zero Client architectures, Linux.
- Advanced troubleshooting of application-level crashes and/or performance hangs
- Performing in-depth log analysis and event correlation
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.#LI-Hybrid #LI-SF1
Expected salary:
Location: Uxbridge, Greater London
