Overview
We are seeking a Customer Support Engineer II - Linux to join our team for this hybrid opportunity out of our Uxbridge, UK office.
Bilingual in French and English, the Customer Support Engineer II (CSE II) will provide technical support throughout the full lifecycle of Imprivata products to external customers and partners. The CSE II will specialize in diagnosing and debugging complex software issues in networked, virtualized, and cloud environments. With dynamic problem-solving skills, this role will efficiently isolate and resolve intricate configuration and deployment challenges. The ideal candidate will thrive both independently and as part of a collaborative global team.
Duties And Responsibilities
* Work in a case-based, call- and case-driven vendor technical support environment covering multiple languages and countries.
* Handle a dynamic, quick-moving environment, with the pressure that comes from customers in life-critical and business-critical situations.
* Troubleshoot, prioritise and resolve issues relating to application, desktop, server and network infrastructure.
* Use diagnostic and debugging tools to analyse customer data and resolve issues.
* Leverage industry knowledge and support experience to find technical solutions, even when the issue doesn’t originate in Imprivata’s domain.
* Communicate technical information at different levels of knowledge, to suit the audience, both in writing and verbally.
* Share product knowledge by creating reusable Knowledge Articles based on problem analysis and case resolution.
* Adhere to regular shift patterns, with flexibility as required. Occasional participation in after-hours On Call rota to provide emergency cover at weekends and public holidays.
* Other duties as assigned and required.
Qualifications
* 5+ years of relevant technical support experience, in a call- and case-driven environment.
* Fully proficient and fluent in French language, including complex technical discussions and technical language. French CEFR Level C2.
* Fluent in English language, including technical discussions and IT terms. English CEFR Level B2.
* Ability to provide technical assistance via telephone in French or English without difficulty in understanding or speaking.
* Experience troubleshooting complex software problems across Windows and Linux OS platforms.
* Windows server and desktop system administration skills, including Microsoft Active Directory management and LDAP.
* Understand identity management and user authentication concepts – Passthrough authentication, SAML, OIDC, Kerberos, biometrics, OTP tokens, proximity cards, smartcards, certificates, RADIUS, FIDO, passwordless.
* Linux system administration skills for on-prem and cloud-hosted systems.
* Knowledge of SQL database queries used to troubleshoot application- and system-level issues.
* Knowledge of networking protocols, infrastructure, principles and troubleshooting, and how they would impact secure access and authentication workflows.
* Experience in applying IT Security principles and practices.
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.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Software Development
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