Senior Customer Support Engineer - Mobile

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 a Senior Customer Support Engineer - Mobile to join our team. This is a hybrid opportunity based out of our Waltham, MA; Austin, TX; or St. Petersburg, FL office.     

Job Description     

As a Customer Support Engineer specializing in mobile devices and Mobile Device Management (MDM) solutions, you'll play a pivotal role in ensuring the seamless operation and support of iOS and Android devices for our customers and our team. Your expertise in Device Enrollment Program (DEP), mobile operating systems, and troubleshooting will be instrumental in providing top-tier technical support to our customers and internal teams.       

Duties and Responsibilities     

• Provide expert-level technical assistance to customers and internal stakeholders regarding mobile device management, iOS, Android, and related technologies. 
• Diagnose and resolve hardware and software issues on iOS and Android devices, ensuring minimal downtime and optimal device performance.
• Assist in the deployment, configuration, and maintenance of Mobile Device Management solutions, ensuring effective device management and security protocols. 
• Understanding of the Device Enrollment Program (DEP) for iOS devices, including device provisioning and enrollment processes. 
• Develop and maintain comprehensive documentation, guides, and training materials related to mobile device support and MDM solutions. 
• Work closely with cross-functional teams including Customer Success, Engineering, and others to address complex technical challenges and ensure a cohesive mobile device infrastructure. 
• Other duties as assigned and required 

Qualifications     

• Bachelor's degree in information technology or related discipline. 
• Five or more years of experience in a Customer Support role. 
• Proficiency in troubleshooting and supporting iOS and Android devices, including deep understanding of their respective operating systems. 
• Hands-on experience with Mobile Device Management solutions (e.g., Jamf, MobileIron, Microsoft Intune) including implementation and administration. 
• Strong familiarity with Apple's Device Enrollment Program (DEP), ability to manage and oversee device enrollment processes. 
• Excellent verbal and written communication skills to convey technical information effectively to diverse audiences. 
• Strong analytical and problem-solving abilities to resolve complex issues efficiently. 
• Ability to work collaboratively with cross-functional teams and a customer-centric approach to support. 
• Salesforce CRM experience preferred. 
• Certifications related to mobile device management or specific MDM solutions.
• Experience in scripting or automation for device management tasks. 
• Familiarity with enterprise-level security practices for mobile devices.