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Sr. Technical Support Engineer - VBScript, JavaScript, or AutoIT - new
Key Responsibilities: Deliver high quality technical support and customer service to Imprivata's worldwide customers, partners, and technical support team by: Working escalated cases to resolution through the use of remote sessions, reproducing the customer environment/issue, researching with engineering on how to simulate a problem or arrive at a resolution, and other resources. Effectively documenting the technical details of the case as well as the details of all customer, partner, and engineering interactions in the case record in a timely fashion so that the activity relative to the case is current and may be easily understood by others. Vetting out cases that are set for escalation to get an understanding of the issue make sure all pertinent troubleshooting information has been...
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