Implementation Engineer
United States
Oversees and ensures execution of complex technical projects to establish or bolster the Imprivata position within the customer base. Serves as the technical point of contact for implementation and install-base customer projects. Owns the technical services case pipeline and delivery. Responsible for driving identified KPIs for the department, centering on satisfaction and throughput of technical deliverables. Creates process and training documentation for use by Implementation Engineers and other technical resources. Included deliverables:
- Server configuration & delivery for Implementations
- Server configuration & delivery for migrations
- HA & DR redundancy configuration & delivery
- Sandbox configuration and database changes
- Bulk database imports
- No-downtime maintenance events on production systems
Services Scoping
Owns the technical services case queue, ensuring timely review, validation, and delivery of customer change requests. Partners closely with Customer Success and Project Management to ensure that SLAs are met for scheduling and delivering on customer events.
System Documentation & Testing
Provides and maintains a cohesive record of changes made to customer environments. Partners with Technical Support for documentation and change control for customers. Partners with Development Operations on creating and testing tools and automation for use in customer production environments. Maintains server setup guide and other process documentation for technical activity in collaboration.
- Owns, updates, and delivers technical service cases requested by or on behalf of customers, communicating directly with customers to scope and resolve requests
- Works with Development Operations to validate and improve tooling for use by the greater Technical Services team
- Works with Project Management to ensure implementation configurations and other customer project technical requirements are delivered correctly and efficiently, and that technical requirements are understood by customer resources
- Works with Customer Success Managers to scope and advise on correct courses of action for customer technical resources related to lifecycle projects
Qualifications
- 2-4 years experience in technical support, operations, or similar role within the software industry
- 1+ years experience with technical aspects of SecureLink and SecureLink enterprise products or comparable technology
- 2-4 years experience with Linux, SQL; experience with Bash Scripting and/or Python also preferred
- Understanding of system, application and network architectures and best practices
- Case management and resolution
- Customer service best practices
- Excellent verbal and written communication skills
Job Profile
Traveling required up to 25%
Tasks- Communication with customers for scope and resolution of requests
- Complex technical project delivery
- HA & DR redundancy configuration
- No-downtime maintenance events on production systems
- Partnering with Technical Support and Project Management
- Process and training documentation creation
- Sandbox configuration and database changes
- Server configuration & delivery
- Services scoping
- System documentation & testing
- Technical point of contact for customer projects
- Validation and improvement of tooling
Bash scripting Linux Python SQL
Experience2-4 years
TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9