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 an Associate Implementation Engineer to join our team for this hybrid role based out of our Waltham, MA; Austin, TX; or St. Petersburg, FL office.
Job SummaryThe Associate Implementation Engineer oversees day-to-day delivery of complex technical services to Imprivata customers; responsible for process management of, customer communication within, and operational execution of technical services on the Imprivata customer base.
Duties and Responsibilities
Oversees and ensures execution of complex technical projects to establish or bolster the Imprivata position within the customer base. Serves as the technical point of contact for implementation and install-base customer projects. Owns the technical services case pipeline and delivery. Responsible for driving identified KPIs for the department, centering on satisfaction and throughput of technical deliverables. Creates process and training documentation for use by Implementation Engineers and other technical resources. Included deliverables:

• Server configuration & delivery for Implementations
• Server configuration & delivery for migrations
• HA & DR redundancy configuration & delivery
• Sandbox configuration and database changes
• Bulk database imports
• No-downtime maintenance events on production systems

Services Scoping
Owns the technical services case queue, ensuring timely review, validation, and delivery of customer change requests. Partners closely with Customer Success and Project Management to ensure that SLAs are met for scheduling and delivering on customer events.
System Documentation & Testing
Provides and maintains a cohesive record of changes made to customer environments. Partners with Technical Support for documentation and change control for customers. Partners with Development Operations on creating and testing tools and automation for use in customer production environments. Maintains server setup guide and other process documentation for technical activity in collaboration.
Other Duties and Responsibilities:

• Owns, updates, and delivers technical service cases requested by or on behalf of customers, communicating directly with customers to scope and resolve requests
• Works with Development Operations to validate and improve tooling for use by the greater Technical Services team
• Works with Project Management to ensure implementation configurations and other customer project technical requirements are delivered correctly and efficiently, and that technical requirements are understood by customer resources
• Works with Customer Success Managers to scope and advise on correct courses of action for customer technical resources related to lifecycle projects

Qualifications

• 1+ years experience in technical support, operations, or similar role within the software industry
• 1+ years experience with technical aspects of SecureLink and SecureLink enterprise products or comparable technology
• 1+ years experience with Linux, SQL; experience with Bash Scripting and/or Python also preferred
• Understanding of system, application and network architectures and best practices
• Case management and resolution
• Customer service best practices
• Excellent verbal and written communication skills

This position offers a salary range of $66,000.00 to $90,000.00 (inclusive of variable compensation such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here . This salary range represents the high and low end of Imprivata's salary range for this position. Actual salaries 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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