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Escalation Engineer, Mobile
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![]() United States, Massachusetts, Waltham | |
![]() 480 Totten Pond Road (Show on map) | |
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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 Escalation Engineer, Mobile to join our team for this hybrid opportunity working out of our Waltham, MA office.
Job Summary
As an Escalation Engineer specializing in mobile devices and Mobile Device Management (MDM) solutions, you will leverage your mobile experience to tackle escalated issues and account challenges.Provides expert technical support to internal CS team and customers on Imprivata products. Focuses on assisting with difficult product problems to ensure that all CS resource and debugging avenues are exhausted, compressing resolution time, minimizing reliance on Engineering and enhancing customer experience as a result. Perform as the primary technical interface between CS and Engineering for escalated cases, ensuring rapid response and resolution. Responsible for situational management tasks around escalated customers, including status calls and reports, internal reporting and 3rd party vendor involvement. Mentors and educates CSE's on advanced product knowledge and debugging approaches. Duties and Responsibilities
Communication Skills
Productivity / Efficiency
Mentoring / Training
Escalations and Engineering Interface
Knowledge and Case Management
Additional Responsibilities
Qualifications
Desirable Experience
This position offers a salary range of $103,800.00 to $129,800.00 (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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