Come join a winning team! Here at Imprivata, youll 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 Manager, AppOps to join our team. This is a hybrid opportunity based out of our Waltham, MA; Austin, TX; and St. Petersburg, FL offices.
Job Summary
Imprivata PAS offers a highly available and performant connectivity framework that uses SSH (secure shell) to create a connectivity platform for remote support. The appliance also offers advanced auditing capabilities and centralized management for remote access.
Our product is mission-critical to our customers and our success depends on our ability to evolve our product to satisfy new customers while improving stability and maintaining security and quality.
The Application Operations (AppOps) team is responsible for maintaining engineering level knowledge of these products 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
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Lead and mentor a team of AppOps engineers, fostering a collaborative and high-performance work environment
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Set clear goals and performance metrics, conduct regular performance reviews, and provide ongoing support for employee professional development
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Develop and execute AppOps team strategy in alignment with product and company goals and objectives
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Provide escalation support for Imprivatas support organization, taking a lead role in incident management efforts, ensuring timely resolution of PAS appliance issues
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Work closely with PAS Development, PAS DevOps, and Customer Support to ensure smooth flow and handling of customer issues between these groups
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Interact with customers as required to provide support and resolution to customer escalations
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Coordinate and participate in the PAS Managers on-call rotation
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Oversee the operation and maintenance of the Imprivata PAS Cloud environment in AWS
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Work with the PAS DevOps team improve and maintain monitoring and automation related to the Imprivata PAS Cloud environment
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Work with the Development and DevOps teams to identify and document bugs and improvements, and develop resolutions
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Proactively identify, categorize, and resolve potential security and reliability issues with customer servers
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Create and maintain knowledge base articles/documentation for use by internal support and development organizations
- Other duties as assigned
Required Qualifications
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5+ years of experience in customer and escalation support roles, with at least 2 years in a managerial or leadership role
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Strong written and verbal communication skills
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Ability to communicate complex technical scenarios to audiences with a wide range of technical skill levels and backgrounds
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Experience providing support directly to external customers and to other internal engineering organizations
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Experience with common ticket/case management software (Salesforce, ServiceNow, etc)
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Understanding of linux system configuration, administration and troubleshooting
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Experience with SQL based relational database systems, especially with command line based management interfaces
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Knowledge of common networking concepts (firewalls, proxies, etc)
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Experience with deploying, running, and administering linux operating systems
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Experience with CI/CD tools (preferably GitHub Actions) and infrastructure-as-code (preferable Ansible, Terraform)
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Preference for coding skills in a scripting language like Bash or Python
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Preference for experience with a modern, statically typed language like Go or Java
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Preference for experience with code management systems, such as git, GitHub, GitLab, mercurial, subvesion
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Experience with virtualization technologies and orchestration tools (Docker, LXC, AWS, Azure, GCP, ansible, kubernetes, etc)
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An ideal candidate would have the ability to contribute to the team on a technical basis in an appropriate manner
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An ideal candidate would also have a strong working knowledge of RedHat Enterprise Linux based systems, and the RPM packaging and repository system
This position offers a total compensation range of $137,000.00 - $171,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivatas benefit offerings can be found here. This range represents the high and low end of Imprivatas compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors, such as a candidates location, skills, experience, and qualifications.
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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