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- Tasks: Provide technical support for Imprivata products, diagnosing and resolving complex software issues.
- Company: Imprivata is dedicated to improving healthcare through collaboration and innovation.
- Benefits: Enjoy a hybrid work model, competitive rewards, and a fun, engaging culture.
- Why this job: Join a passionate team making a positive impact in healthcare while developing your skills.
- Qualifications: 5+ years in enterprise software support; experience with iOS/Android and MDM platforms required.
- Other info: Willingness to travel occasionally and participate in after-hours support on a rotating basis.
The predicted salary is between 36000 - 60000 £ per year.
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.
This is a hybrid opportunity based out of our Uxbridge, England office.
Job Summary
The Customer Support Engineer II provides technical support covering the full lifecycle of Imprivata products to external customers and partners. Diagnoses and debugs technically complex software in networked, virtualised and cloud environments. Isolates and resolves problems in customer configurations and deployments. Reports product defects or reliability issues to Engineering.
Duties And Responsibilities
- Customer Communication & Relationship Management: Communicate technical information clearly and professionally, both verbally and in writing, adjusting to the audience’s level of comprehension. Foster dynamic relationships with colleagues and customers through empathy and proactive engagement.
- Technical Troubleshooting & Productivity: Diagnose, troubleshoot, and reproduce customer issues using internal knowledge, documentation, and diagnostic tools. Prioritise workload effectively, manage multiple tasks, and continuously build product expertise to become a Subject Matter Expert.
- Case & Escalation Management: Accurately document and manage support cases using Salesforce, ensuring timely updates and resolution. Recognise when to escalate issues based on customer or business impact, applying appropriate urgency.
- Knowledge Management & Team Enablement: Create and maintain high-quality, reusable knowledge base articles. Deliver peer-level technical training and contribute to team knowledge sharing and process improvement.
- Additional Responsibilities: Adhere to regular shift hours with flexibility for additional coverage, including scheduled after-hours on-call support on a rotating basis. Willingness to travel occasionally for onsite support, training, business meetings, or conferences as needed. Maintain strict confidentiality with customer and partner information while partnering effectively across teams and departments. Other duties as assigned and required.
Qualifications
Required:
- 5+ years of enterprise software technical support experience, with a technical degree or equivalent background.
- 2+ years of hands-on experience with iOS and Android operating systems and mobile device management (MDM) platforms (i.e., Workspace ONE, Intune, or SOTI; certifications preferred).
- Proficient in Apple device deployment via Apple Business Manager, Device Enrollment Program, and iOS Supervision.
- Experience with mobile app deployment, AppConfig, and creating/troubleshooting mobile configuration profiles.
- Solid knowledge of API-level integrations, Identity Management, Single Sign-On (SSO), and certificate management.
- Working knowledge of network protocols (TCP/IP, DNS, HTTP, SSL/TLS) and scripting for REST API integrations.
- Familiarity with Microsoft Azure and M365 services is a plus.
Desirable:
- Industry certifications such as Microsoft, VMware, Citrix, AWS, ITIL, Cisco, or CompTIA.
- Knowledge of user authentication methods (e.g., Kerberos, RADIUS, biometrics, passwordless, time-based tokens).
- Experience with application and desktop virtualisation technologies.
- Knowledge of Microsoft Active Directory, LDAP, and user directory management.
- Experience working in or familiarity with the healthcare industry.
At Imprivata, we offer a top-notch work environment, developmental opportunities, a competitive rewards package, and a fun, engaging culture. If you meet the qualifications above, we want to hear from you!
Imprivata is an equal employment opportunity employer, committed to diversity and inclusion in the workplace.
Customer Support Engineer II - Mobile employer: Imprivata
Contact Detail:
Imprivata Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Engineer II - Mobile
✨Tip Number 1
Familiarise yourself with Imprivata's products and services. Understanding their offerings will not only help you during the interview but also demonstrate your genuine interest in the role and the company.
✨Tip Number 2
Brush up on your technical troubleshooting skills, especially related to iOS and Android operating systems. Being able to discuss specific scenarios where you've successfully diagnosed and resolved issues will set you apart.
✨Tip Number 3
Network with current or former employees of Imprivata on platforms like LinkedIn. They can provide valuable insights into the company culture and the expectations for the Customer Support Engineer role.
✨Tip Number 4
Prepare to discuss your experience with customer communication and relationship management. Highlight examples where you've effectively engaged with customers to resolve complex issues, as this is crucial for the role.
We think you need these skills to ace Customer Support Engineer II - Mobile
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in enterprise software technical support and mobile device management. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for healthcare technology and your ability to communicate technical information clearly. Mention specific experiences that align with the responsibilities of the Customer Support Engineer II role.
Showcase Technical Skills: In your application, emphasise your hands-on experience with iOS and Android operating systems, as well as any relevant certifications. Be specific about your knowledge of API-level integrations and network protocols.
Highlight Soft Skills: Since the role involves customer communication and relationship management, include examples of how you've successfully engaged with customers and colleagues in previous positions. Demonstrating empathy and proactive engagement is key.
How to prepare for a job interview at Imprivata
✨Understand the Company Culture
Before your interview, take some time to research Imprivata's mission and values. They emphasise collaboration, integrity, and a positive impact on healthcare. Showing that you resonate with their culture can set you apart.
✨Demonstrate Technical Proficiency
Be prepared to discuss your experience with iOS and Android operating systems, as well as mobile device management platforms. Highlight specific examples of how you've diagnosed and resolved technical issues in previous roles.
✨Showcase Communication Skills
Since the role involves customer communication, practice articulating complex technical information clearly and concisely. Use examples from your past experiences where you successfully communicated with customers or colleagues.
✨Prepare for Scenario-Based Questions
Expect questions that assess your troubleshooting skills and case management abilities. Think of scenarios where you had to prioritise tasks or escalate issues, and be ready to explain your thought process and outcomes.
