Customer Support Engineer II

| Austin, TX, USA | Hybrid
Employer Provided Salary: 68,800-111,800 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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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 Customer Support Engineer II to join our team for this hybrid opportunity out of our Waltham, MA; Austin, TX; or St. Petersburg, FL office.
Job Summary
Provides technical support covering the full life-cycle of Imprivata products to external customers and partners. 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.
Duties and Responsibilities
Communication Skills

  • Good standard of verbal and written English and a professional telephone manner
  • Can convey technical information at the appropriate level for any audience
  • Strives to empathize, advocate for, and maintain positive relationships with colleagues and customers
  • Additional written and spoken languages (Spanish and other European languages) 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

Escalation Management

  • Consistently applies appropriate sense of urgency and proactivity
  • Recognizes the need for case re-prioritization and escalation based on customer and business impact

Mentoring / Training

  • Ability to create and deliver peer-level technical training
  • Comfortable training fellow team members
  • Independently creates reusable knowledge articles based on problem analysis and case resolution and contributes to ongoing Knowledge article maintenance

Case Management

  • Use the Salesforce call tracking system to record all case details in timely manner
  • Close cases in the system in a timely manner once resolved/completed
  • Meets or exceeds individual and team targets & SLAs
  • 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
  • Respects and maintains customer and partner confidentiality
  • Collaborates effectively across functions and departments
  • Other duties as assigned and required


  • Minimum of 5+ years' experience providing customer service/support (application or technical ideally)
  • Technical degree or equivalent experience
  • Prior knowledge with SQL database and Linux OS


  • Industry certifications such as Microsoft, VMWare, Citrix, AWS, ITIL, Cisco, CompTIA
  • 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
  • Experience of Healthcare

This position offers a total compensation range of $68,800.00 to $111,800.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here. This range represents the high and low end of Imprivata's compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors, such as a candidate's location, skills, experience, and qualifications.
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

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Technology we use

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11402 Bee Caves Road, Austin, TX 78738

An Insider's view of Imprivata

What projects are you most excited about?

The project I'm most excited about is the verticalization of the SecureLink Business Development team. I am excited to gain insight into untapped industries and getting our product into the hands of companies that need it most!


SDR Manager

How does the company support your career growth?

SecureLink makes it possible for me to use my gaps in the day to advance my knowledge with our learning resources. The company promotes learning by asking for LinkedIn Learning courses to be completed every quarter so that we can all continue to grow in our careers.


Sales Solutions Engineer

What are Imprivata Perks + Benefits

Imprivata Benefits Overview

At Imprivata, we recognize we are in a competitive candidate market, and we want to provide the best to our employees.

Volunteer in local community
Imprivata has participated in events with Breakthrough Austin, Austin Pets Alive!, We Are Blood, Coats for Kids, the Central Texas Food Bank and many more.
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
In-person all-hands meetings
Summer hours
President's club
Employee awards
Flexible work schedule
Remote work program
Our employees have the option to work hybrid between home and our physical offices located in Austin, TX, and Nashville, TN.
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
To promote wellness, every employee is provided with a standing desk in their personal workspace, recreational club sponsorship, and healthy snacks and meals.
Mental health benefits
Financial & Retirement
Imprivata 401(k) retirement plan offers a broad selection of funds to choose from.
401(K) matching
Imprivata contributes 3% of your base salary to your 401(k) account regardless of your contribution.
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Pay transparency
Child Care & Parental Leave
Generous parental leave
Imprivata offers 12 week paid parental leave for all new parents.
Family medical leave
Company sponsored family events
Vacation + Time Off
Unlimited vacation policy
Unlimited PTO can be used for vacations, sick leave, and other needs such as bereavement, jury duty, or time spent supporting philanthropic endeavors. Work hard, play hard. Or relax — it’s up to y
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Company-sponsored outings
Free snacks and drinks
Imprivata has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored beverages you can handle.
Some meals provided
Company-sponsored happy hours
Onsite office parking
Imprivata employees don't worry about where they will park—we have our own lot.
Pet friendly
Imprivata employees can bring their dogs to the office, we love our furry friends!
Recreational clubs
Imprivata sponsors office sports leagues year round.
Home-office stipend for remote employees
Onsite gym
SecureLink employees enjoy access to a free onsite gym and volleyball pit.
Professional Development
Job training & conferences
Imprivata offers a wide range of training programs to all employees, including professional development, knowledge sharing sessions, and leadership development training.
Tuition reimbursement
Lunch and learns
Imprivata hosts a lunch-and-learn series we call KSS (Knowledge Sharing Sessions), intended to help expand our employees' base of knowledge through informal talks/discussions.
Promote from within
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Having our own building allows us the flexibility to create our own workspace and do cool things like bring our dogs to work and cook bacon every day (and we definitely do that). In addition to our awesome inside spaces, just outside is our very own volleyball court! Check out like video on our page for a tour of our Hill Country Spaceship!

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