Customer Support Engineer II - Mobile

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 Customer Support Engineer II - Mobile to join our team. 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 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.
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