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21st Century Software
Boston, MA, United States
21st Century Software is an international software development company located in Boston. We develop and maintain Mainframe-based software products, partnering with leaders in the Z industry, to service our global customer network. We provide innovative, modern solutions aimed at growing and revitalizing the Z platform. Job Description: As a Tech
Job Source: 21st Century SoftwareCentogene AG
Cambridge, MA, United States
The Customer Support Manager is the initial contact person for physicians, patients, and insurance companies and must be able to communicate clearly and in a polite, friendly, and professional manner. The employee demonstrates to customers the additional value from Centogene services and genetic diagnostics. **Primary Job Responsibilities:** * Hand
Job Source: Centogene AGSeismic
Boston, MA, United States
**Customer Support Engineer** at Seismic Boston, Massachusetts, United States s the global leader in enablement, helping make sales teams better by becoming more productive and engaging with buyers in a compelling way. Seismics platform provides continuous guidance to improve behavior, content, and skills to win more deals and deliver better experi
Job Source: SeismicPerkinElmer
Boston, MA, United States
When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs. With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world,
Job Source: PerkinElmerTekWissen ®
Boston, MA, United States
Overview Tekwissen Group, is a workforce management provider throughout the USA and many other countries in the world. The below job opportunity is to one of Our clients who is a global leader in analytical testing, deliver a comprehensive portfolio of complete solutions - systems, software, consumables, and on-site and online services - with one
Job Source: TekWissen ®RightHand Robotics
Somerville, MA, United States
**Customer Support Engineer** at RightHand Robotics Somerville, MA We are looking to bring on a **Customer Support Engineer** to help grow our support organization to drive customer success at all levels. You will be joining the efforts to lay the foundation for an evolving support organization that not only reacts to customer issues but works towa
Job Source: RightHand RoboticsNeo4j
Boston, MA, United States
**Customer Support Engineer - Aura** Boston, MA / Sales & Marketing Field Engineering - Aura / Full-Time **About Neo4j:** Neo4j is the leader in graph database technology. As the worlds most widely deployed graph database, we help global brands including , , and to reveal and predict how people, processes and systems are interrelated. Using this re
Job Source: Neo4jHyperLight
Cambridge, MA, United States
Customer Support Engineer HyperLight is a venture-backed startup spun off from Harvard University in 2018 and built on discoveries that enabled thin-film lithium niobate (TFLN) photonics. Our photonic integrated circuits offer exceptional performance unmatched by other materials and are manufactured at high volume and low cost. We design and manufa
Job Source: HyperLightWaltham, MA, United States
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 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
Qualifications
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
Desirable
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.
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Email Alert for Customer Support Engineer II jobs in Waltham, MA, United States
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