Overview

Imprivata is seeking a Customer Support Engineer II for a remote Canada-based position. This role focuses on providing technical support for Imprivata products to external customers, partners, and employees in networked and virtualized environments.

Job Summary

Provides technical support covering the full life-cycle of Imprivata products. Diagnoses and debugs technically complex software in networked and virtualized environments. Identifies and resolves problems in customer configurations and deployments.

Reports product flaws or reliability limits to engineering.

Duties and Responsibilities

Communication Skills

Positive standard of verbal and written English and a professional telephone manner

Conveys technical information at the appropriate level for any audience

Empathizes with, advocates for, and maintains positive relationships with colleagues and customers

Productivity / Efficiency

Leverages knowledge bases, documentation, and other information sources to solve problems

Manages time effectively and prioritizes workload

Troubleshoots, debugs, and reproduces customer scenarios

Uses logical thinking and analytical skills to solve problems

Adopts AI technologies to work smarter and more efficiently

Maintains detail orientation, organization, and multi-tasking ability

Works toward becoming a Subject Matter Expert in one or more products or features

Escalation Management

Applies urgency and proactivity in handling cases

Prioritizes and escalates based on customer and business impact

Mentoring / Training

Creates and delivers peer-level technical training

Trains fellow team members





Produces reusable knowledge articles from problem analysis and case resolution and maintains knowledge articles

Case Management

Uses Salesforce call tracking to record all case details timely

Closes cases in the system once resolved

Meets or exceeds individual and team targets and SLAs

Keeps CRM data up to date

Uses diagnostic tools to analyze and resolve issues

Additional Responsibilities

Adheres to regular shifted hours with additional coverage as required

Provides scheduled after-hours coverage on a rotating basis

Occasional travel for onsite support, meetings, training, or conferences

Respects and maintains customer and partner confidentiality

Collaborates effectively across functions and departments

Other duties as assigned

Required Qualifications

Minimum of 5+ years of experience providing customer service or technical support

Technical degree or equivalent experience

Desirable Qualifications

Proficiency in English plus written and spoken languages (French, Spanish, and other European languages) is preferred

Industry certifications (Microsoft, VMware, Citrix, AWS, ITIL, Cisco, CompTIA)

Understanding of user authentication concepts and administration (Passthrough authentication, RDS, Kerberos, Biometrics, tokens, proximity cards, RADIUS)

Understanding/experience with Application and Desktop Virtualization, especially Citrix

Knowledge of Microsoft Active Directory / User Management / LDAP concepts

Healthcare industry knowledge of technologies and workflows

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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📌 Customer Support Engineer II (Winnipeg)
🏢 Imprivata
📍 Winnipeg