Senior Appops Engineer

hace 5 meses

San José, Costa Rica Imprivata A tiempo completo

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 AppOps Engineer **to join our team

**Job Summary**

The Senior AppOps Engineer is a member of the Identity Governance (IdG) AppOps Engineering team. In this role the AppOps engineer will work in concert with members of IdG AppOps, Development, QE, and closely partner with Customer Support.

The Application Operations (AppOps) team is responsible for maintaining engineering level knowledge of the Identity Governance product for the purpose of providing escalation support to our internal Support team and our customers. This includes diagnosing complex technical issues, and identifying potential fixes and improvements to the products, providing customer resolution through those fixes or workarounds, and - where possible - engineering fixes and contributing them to the product code base.

**Duties and Responsibilities**
- Serve as technical lead on a team providing escalation support for the Identity Governance (IdG) product.
- Improve product quality and performance.
- Provide escalation support for Imprivata’s support organization.
- Interact with customers as required to provide support and resolution to customer escalations.
- Work with the Development and QE teams to identify and document bugs and improvements and develop resolutions.
- Create and maintain knowledge base articles/documentation for use by internal support and development organizations.
- Mentor and lead Application Operations team members in team responsibilities

**Qualifications**
- 5+ years of experience in related fields
- Minimum of a bachelor’s degree in computer science or in a related discipline.
- Strong ability to communicate clearly through writing in English.
- Excellent verbal communication skills
- Experience providing support directly to external customers and to other internal engineering organizations.
- Expert in managing and prioritizing a case workload.
- Understands bigger picture of case work and looks to resolve root cause (looks for trends, permanent fixes)
- Familiarity with source code management systems (git, GitHub, GitLab, etc)
- Ability to communicate complex technical issues to non-technical audiences.
- Familiarity with Java or other strongly typed, higher level language.
- Experience with the Windows stack (client, server, database)
- Experience with SQL, Microsoft SQL Server, and Test automation and/or scripting is a plus.
- Ability to provide after-hours support coverage on a rotation schedule.

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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