Description
Come join a winning team! Here at Imprivata, you’ll see a dedicated group of professionals who care about improving our customers organizations. 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 Senior Customer Support Engineer (M/W/D) to join our team. This is a Hybrid opportunity based out of our Langenfeld, Germany Office.
Job Summary
The Senior Customer Support Engineer (CSE) will provide advanced technical support covering the full lifecycle of Imprivata products to external customers and partners. This role will expertly diagnose and rapidly debugs technically complex software on Linux-based platforms in networked, virtualised and cloud environments. The Senior CSE quickly and effectively isolates and resolves intricate problems in customer configurations and deployments. The ideal candidate will have the ability to work independently and as part of a global team.
Duties and Responsibilities
1. Work in a case-based, call- and case-driven vendor technical support environment.
2. Handle a dynamic, quick-moving environment, with the pressure that comes from customers in life-critical and business-critical situations.
3. Troubleshoot and resolve issues relating to application, desktop, server and network infrastructure.
4. Use diagnostic and debugging tools to analyse customer data and resolve issues.
5. Leverage expert-level knowledge and experience to find technical solutions, even when the issue doesn’t originate in Imprivata’s domain.
6. Share domain knowledge by creating Knowledge Articles, hosting training sessions or directly 1:1.
7. Adhere to regular shift patterns, with flexibility as required. Occasional participation in after-hours On Call rotation to provide emergency cover at weekends and public holidays.
8. Other duties as assigned and required.
Required Qualifications
9. Fully proficient and fluent in German language, including complex technical discussions and technical language. German CEFR Level C2.
10. Fluent in English language, including technical discussions and IT terms. English CEFR Level B2.
11. Ability to provide technical assistance via telephone in German or English without difficulty in understanding or speaking.
12. 7+ years of relevant technical support experience, in a call- and case-driven environment.
13. Extensive experience troubleshooting complex software problems across Windows and Linux OS platforms, and across networks.
14. Expert-level Linux systems administration skills for on-prem and cloud-hosted systems.
15. Able to create and understand SQL database queries used to troubleshoot application- and system-level issues.
16. Deep understanding of networking protocols, infrastructure, principles & troubleshooting, and how they would impact secure remote access workflows.
17. Experience in applying IT Security principles and practices.
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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