Customer Support Engineer I
- Recruiter
- Imprivata
- Location
- Uxbridge
- Salary
- Competitive
- Posted
- 03 Mar 2017
- Closes
- 28 Mar 2017
- Sectors
- Education & Teaching, Support
- Contract Type
- Permanent
- Hours
- Full Time
Imprivata is seeking a Customer Support Engineer to join the UK office.
The Customer Support Engineer provides technical support covering the full life-cycle of Imprivata products to external customers, partners and employees. Diagnoses and debugs technically complex software in networked and virtualized environments. Isolates and resolves problems in customer configurations and deployments. Reports product flaws or reliability limits to engineering.
Communication Skills
- Good standard of verbal and written English and a professional telephone manner
- Has ability to assess each customer's technical knowledge level
- Can convey technical information at appropriate level for audience
- Has good interpersonal skills to interface with customers and co-workers at different levels of seniority.
- Can empathize, advocate for, and maintain positive relationships with customers
- Additional written and spoken languages (Spanish, Portuguese, European language(s) an advantage but not essential.
Productivity / Efficiency
- Leverages individual and team knowledge and expertise, knowledgebase, documentation and other information sources to help solve problems
- Good time management skills and demonstrated ability to effectively prioritize own workload
- Able to troubleshoot, debug and reproduce customer scenarios
- Logical thinker with analytical and problem solving skills
- Learns rapidly through both formal and informal training
- Required to be flexible, detail-oriented and organized with the ability to multi-task
- Works toward becoming a recognized Subject Matter Expert in one or more products or features
Mentoring / Training
- Has a developing ability to create and deliver peer-level technical training
- Mentors fellow team members
Knowledge Management
- Searches for, references and utilizes, existing Knowledge articles
- Coaches peers on Knowledge base usage
- Creates reusable knowledge articles based on problem analysis and case resolution and contributes to ongoing Knowledge article maintenance
Escalation Management
- Applies appropriate sense of urgency and proactivity
- Recognizes the need for case re-prioritization and escalation based on customer and business impact
Case Management
- Use the Salesforce call tracking system to record all case details in timely manner
- Meets or exceeds individual and team targets & SLAs
- Close cases in the system in a timely manner once resolved/completed
- Ensure CRM data are kept up to date at all times
- Makes use of diagnostic tools to analyze and resolve customer issues
Additional Responsibilities
- Adhere to regular shifted hours, with additional coverage flexibility as required
- Provide scheduled After Hours coverage on a rotating basis.
- Occasional travel for onsite support, business meetings, training, conferences, etc., as required
- Works well independently and as part of a team with minimal supervision
- Respects and maintains customer and partner confidentiality
- Collaborates effectively across functions and departments
- Perform additional duties as required
Technical Knowledge, skills and experience
Required:
- Experience with troubleshooting software problems across multiple OS platforms: Microsoft Windows Embedded, XP, 7, 8, MS Windows Server Versions, Thin and zero computing architecture
- Performing log analysis and event correlation
- Knowledge of network protocols (TCP/IP, Service Ports, DNS, NTP)
- Understanding of Single Sign On concepts
- Understanding of user authentication concepts and administration - Passthrough authentication, RDS session management, Kerberos, Biometrics, time-based tokens, proximity cards, RADIUS
- General understanding / experience of Application and Desktop Virtualization, especially XenApp applications / desktops, Virtual XenDesktop delivery/administration, VMWare View delivery/administration
- Knowledge of Microsoft?? Active Directory / User Management / LDAP concepts & experience
Desirable:
- Troubleshooting application level crashes and/or performance hangs
- Understanding of Software Delivery & Deployment methodologies
- Experience of Healthcare IT / EMR a plus
- Experience with troubleshooting hardware problems relative to authentication devices such as fingerprint readers, proximity & smartcards & associated readers, 2D/3D cameras
Education/Experience
- Minimum of 2+ years experience providing customer service/support (application or technical ideally)
- Must have Technical Degree or equivalent experience
- Industry certifications such as Microsoft, VMWare, Citrix desired but not essential
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 to minorities, females, veterans, and disabled individuals, as well as other protected groups.