The Customer Support Engineer I provides technical support for Imprivata products to customers, diagnosing and resolving complex software issues, managing cases in Salesforce, and maintaining strong communication with clients. Responsibilities include creating knowledge articles, collaborating across teams, and ensuring customer satisfaction.

The Customer Support Engineer II will provide technical support for Imprivata products to external customers and partners. Responsibilities include diagnosing complex software issues, managing case details via Salesforce, mentoring team members, and maintaining effective relationships with customers. The role requires effective communication and time management skills while ensuring customer satisfaction and adhering to service-level agreements.