At a Glance
- Tasks: Provide technical support for Imprivata products and troubleshoot complex software issues.
- Company: Join a leading software development company with a focus on innovation.
- Benefits: Enjoy a competitive salary, flexible working, and opportunities for professional growth.
- Other info: Collaborative global team with excellent career advancement opportunities.
- Why this job: Make a real difference by solving critical issues in a dynamic environment.
- Qualifications: 5+ years of tech support experience and fluency in French and English required.
The predicted salary is between 36000 - 60000 £ per year.
Overview
We are seeking a Customer Support Engineer II - Linux to join our team for this hybrid opportunity out of our Uxbridge, UK office.
Bilingual in French and English, the Customer Support Engineer II (CSE II) will provide technical support throughout the full lifecycle of Imprivata products to external customers and partners. The CSE II will specialize in diagnosing and debugging complex software issues in networked, virtualized, and cloud environments. With dynamic problem-solving skills, this role will efficiently isolate and resolve intricate configuration and deployment challenges. The ideal candidate will thrive both independently and as part of a collaborative global team.
Duties And Responsibilities
- Work in a case-based, call- and case-driven vendor technical support environment covering multiple languages and countries.
- Handle a dynamic, quick-moving environment, with the pressure that comes from customers in life-critical and business-critical situations.
- Troubleshoot, prioritise and resolve issues relating to application, desktop, server and network infrastructure.
- Use diagnostic and debugging tools to analyse customer data and resolve issues.
- Leverage industry knowledge and support experience to find technical solutions, even when the issue doesn’t originate in Imprivata’s domain.
- Communicate technical information at different levels of knowledge, to suit the audience, both in writing and verbally.
- Share product knowledge by creating reusable Knowledge Articles based on problem analysis and case resolution.
- Adhere to regular shift patterns, with flexibility as required. Occasional participation in after-hours On Call rota to provide emergency cover at weekends and public holidays.
- Other duties as assigned and required.
Qualifications
- 5+ years of relevant technical support experience, in a call- and case-driven environment.
- Fully proficient and fluent in French language, including complex technical discussions and technical language. French CEFR Level C2.
- Fluent in English language, including technical discussions and IT terms. English CEFR Level B2.
- Ability to provide technical assistance via telephone in French or English without difficulty in understanding or speaking.
- Experience troubleshooting complex software problems across Windows and Linux OS platforms.
- Windows server and desktop system administration skills, including Microsoft Active Directory management and LDAP.
- Understand identity management and user authentication concepts – Passthrough authentication, SAML, OIDC, Kerberos, biometrics, OTP tokens, proximity cards, smartcards, certificates, RADIUS, FIDO, passwordless.
- Linux system administration skills for on-prem and cloud-hosted systems.
- Knowledge of SQL database queries used to troubleshoot application- and system-level issues.
- Knowledge of networking protocols, infrastructure, principles and troubleshooting, and how they would impact secure access and authentication workflows.
- Experience in applying IT Security principles and practices.
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.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Software Development
Customer Support Engineer II - Linux in Uxbridge employer: Imprivata
Imprivata is an exceptional employer that fosters a collaborative and dynamic work culture, particularly for the Customer Support Engineer II role based in Uxbridge, UK. Employees benefit from a supportive environment that encourages professional growth through continuous learning opportunities and exposure to cutting-edge technology in a hybrid work setting. With a commitment to diversity and inclusion, Imprivata values each team member's contributions, making it a rewarding place for those seeking meaningful employment in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Engineer II - Linux in Uxbridge
✨Tip Number 1
Get your tech skills sharp! Brush up on your Linux and Windows troubleshooting techniques. The more confident you are in diagnosing issues, the better you'll perform in interviews.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers in high-pressure situations, being able to explain complex tech stuff in simple terms is key. Try role-playing with a friend or family member.
✨Tip Number 3
Show off your problem-solving prowess! Prepare some examples of tricky issues you've resolved in the past. This will help you stand out during interviews and show that you can handle the heat.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our team!
We think you need these skills to ace Customer Support Engineer II - Linux in Uxbridge
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Support Engineer II role. Highlight your experience with Linux and any relevant technical support roles you've had. We want to see how your skills match up with what we're looking for!
Show Off Your Language Skills:Since this role requires bilingual proficiency in French and English, don’t forget to showcase your language skills! Mention any experiences where you’ve used these languages in a technical context, as it’ll really help us see your fit for the position.
Be Specific About Your Experience:When detailing your past roles, be specific about the tools and technologies you've worked with. We love seeing candidates who can troubleshoot complex software issues, so share examples of how you've done this in previous jobs.
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to submit all the necessary documents in one go. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Imprivata
✨Know Your Tech Inside Out
Make sure you brush up on your Linux and Windows troubleshooting skills. Be ready to discuss specific examples of complex software issues you've resolved, especially in networked or cloud environments. This will show that you can handle the technical demands of the role.
✨Practice Your Bilingual Skills
Since this role requires fluency in both French and English, practice discussing technical topics in both languages. Prepare to explain complex concepts clearly, as you'll need to communicate effectively with customers who may have varying levels of technical knowledge.
✨Showcase Your Problem-Solving Skills
Think of scenarios where you've had to troubleshoot under pressure. Be ready to share how you prioritised tasks and resolved issues quickly, especially in life-critical situations. This will demonstrate your ability to thrive in a dynamic environment.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, the tools they use, and how they handle after-hours support. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
