Job Description

Ready to join a team that’s all in? At Imprivata, we deliver unified access and security management programs that eliminate friction, empowering healthcare and mission-critical organizations to work smarter, faster, and more securely.

We believe work can be more than a job or task—it’s a collective spirit; the type that emboldens creativity, embraces challenge, and fosters excitement. We are constantly raising the bar on what’s possible, owning the outcome of our triumphs and trials, staying nimble amidst change, and cultivating an environment where we win together. Here, your ideas matter, your differences are celebrated, and your work drives real results—for your career, your teammates, and our customers.

When you join Imprivata, you embark on a shared journey of ambition and growth. We’re committed to building an inclusive workplace where everyone feels valued and supported. If you’re looking for a place to match your passion with purpose—and where every day you can make an impact—you’ll find it here.

We are seeking a Developer Customer Support Engineer to join our team. This is a hybrid opportunity based in Costa Rica.

Provide technical support for Imprivata products to customers and partners. Develop and maintain internal tools for the Customer Experience team. Diagnose and resolve complex software issues in networked and virtualized environments, ensuring high operational efficiency and timely reporting of product flaws.

Duties and Responsibilities

• Design, develop, and maintain internal tools and product features.
• Maintain Support Case Queue.
• Collaborate across teams to deliver software updates and releases.
• Troubleshoot and resolve technical issues during testing and production.
• Participate in after-hours support rotation.
• Communicate technical information clearly to varied audiences.
• Meet or exceed team targets and SLAs.
• Create, maintain, and share technical knowledge and documentation.
• Mentor peers and deliver internal training.
• Manage support cases and ensure CRM data accuracy.
• Escalate issues appropriately based on business impact.
• Other duties as assigned and required.

Required Qualifications

• Technical degree or equivalent experience.
• 3+ years in software engineering or technical support.
• Proficiency in Python, JavaScript, HTML/CSS, SQL, SDKs, and APIs.
• Sound knowledge of OOP, Active Directory, and Agile/Scrum.
• Experience with log analysis, debugging, and application/desktop virtualization.
• Excellent problem-solving and communication skills.
• Ability to learn new technologies quickly.

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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