Technical Support Engineer at Lexington

The Technical Support Engineer (Tier 1) is the first point of contact for internal and external customers who seek assistance with a product-related issue or question.

This position is first responder to customer requests for help or questions. The person in this position will log a case for the customer and will work directly with the customer to understand their question or the detailed characteristics of the product issue theyre experiencing. The Technical Support Engineer (Tier 1) will troubleshoot product issues and attempt to resolve them to the customers satisfaction, meanwhile documenting all activity in the case for tracking purposes. Efforts to resolve an issue may include attempting to reproduce the behavior in the lab whenever possible. If the Technical Support Engineer (Tier 1) is unable to resolve the case, they will escalate the case to the Tier 2 support team for further analysis and troubleshooting.

The Technical Support Engineer (Tier 1) will perform all of their responsibilities relative to case resolution with awareness of the service levels (SLA) commitment for the support plan purchased by the customer.

There is no travel requirement for this position but opportunities for voluntary travel to customer sites or satellite support offices occasionally may be made available, as needed.

Primary Responsibilities:

• Deliver high quality first-tier technical support and customer service to Imprivatas expanding customer base worldwide.
• Effectively capture and document the details of the customer interaction in a case record so that the context and severity of the case may be easily understood by others.
• Document reported product issues in as much technical detail as possible to insure that 1) the technical issue can be easily understood by other technical staff, 2)management of the case can easily be transferred to another Support Engineer if necessary, and 3) the case data can become part of a useful information base to be used as a resource for current and future Technical Support staff.
• Analyze and troubleshoot customer issues to arrive at a diagnosis and resolution. The goal is always to resolve the issue as quickly as possible but more difficult issues may require advanced troubleshooting before arriving at a solution. Advanced troubleshooting may include capturing diagnostic logging and attempting to reproduce the customers product behavior in a Support laboratory.
• Escalate cases that cannot be resolved or diagnosed within Tier 1 to the Tier 2 team for further analysis and troubleshooting.
• Manage all cases with attention to the documented service levels for the support plan that is held by the customer.
• Process and document all cases according to defined procedures.
• Document and publish reusable solutions to the self-service portal of Imprivatas online Customer Center.
• Enhance job skills through participation in product, technology, and customer service training as it is made available.
• Practice the give and take model of knowledge and experience exchange by sharing information gained through individual training, on-sites, and other non-typical job-related opportunities with the greater team.

Technical Skills:

• Familiarity with hardware and software technologies related to Imprivatas products e.g. Microsoft Windows administration, client/server applications, web-based applications, terminal services, Citrix and VMWare.
• Ability to synthesize and communicate complex technical issues to technical and non-technical audiences at all levels, both internally and externally.

Knowledge, Skills, and Abilities:

• Strong customer service skills - ability to work with customers in a manner that is professional, compassionate, and effective.
• Strong written and verbal communication skills.
• Act as a customer advocate.
• Ability to document detailed technical information in a manner that is meaningful and re-usable.
• Ability to multi-task and prioritize effectively.
• Effective time management skills and attention to detail.
• Self-motivated, action-oriented team player.

Experience/Education:

• Associates degree in computer science or engineering.
• 1+years experience in the software technology industry.
• 1+years experience as a Technical Support Engineer for a software company.
• User-level experience with CRM systems, preferably SalesForce.com.
• Advanced experience with Call Center phone systems.

Country: USA, State: Massachusetts, City: Lexington, Company: Imprivata Inc.