Managed Services Engineer - Enterprise Access Management

About the role

We are seeking a Managed Services Engineer to join our team for this hybrid opportunity based out of our Waltham, MA office. The Enterprise Access Management Managed Services Engineer is responsible for supporting the implementation and leading the ongoing administration of Imprivata’s product platform, cloud-hosted or installed on-premises at customer sites. This role requires performing complex technical analysis, workflow analysis, implementation planning, hands-on technical configuration, as well as providing ongoing project planning, communications, and consultative guidance to ensure maximal value delivery and return on investment (ROI) for the customer.

This position will provide overall technical leadership and deep subject matter expertise, assist with training new team members, create and pilot new service offerings, and lead large, complex strategic customer engagements.

Responsibilities

• Perform remote and onsite solution assessments, including annual clinical walkthroughs, and provide strategic recommendations that maximize customer value while clearly communicating technical information in customer-friendly terms.
• Build lasting relationships with key customer owners and executive, clinical, and partner stakeholders.
• Own the customer lifecycle and ongoing health of the Imprivata environment across implementation, adoption, expansion, and support.
• Provide hands-on configuration, deployment, testing, and maintenance for managed-service environments.
• Act as a solutions expert for the Imprivata product line and its integrations with technologies such as Active Directory, VDI, and EMR platforms.
• Create and maintain customer, project, and best-practice documentation; contribute to process improvements and technical collateral.
• Lead recurring customer meetings, communicate service status and recommendations, and support roadmap planning.
• Monitor system health, certificates, audit records, metrics, and trends in customer environments.
• Own support cases, troubleshooting, technical escalations, and timely issue resolution.
• Deliver technical training and enablement for internal teams, customers, and channel partners; support workshops, demos, pilots, and new service offerings as assigned.
• Ensure proactive coverage and clear technical handoffs during planned absences, travel, or urgent customer needs.
• Lead onsite meetings or assessments as needed.
• Other duties as assigned and required.

Qualifications

• Bachelor’s degree in computer science, engineering, business, or a related field preferred.
• 5+ years of software-industry experience implementing enterprise software packages or custom systems.
• 3+ years of experience implementing or administering Imprivata products in a healthcare setting; Imprivata certification preferred.
• Strong proficiency in Microsoft Windows Server, Active Directory, LDAP, Group Policy, and domain architecture and integration design.
• Experience with mobile devices, mobile device management (MDM) solutions, and Imprivata Mobile Access Management preferred.
• Experience with IAM products.
• Experience with virtualization platforms such as VMware, Hyper-V, and Citrix, including thin-, zero-, and thick-client environments.
• Experience with client software deployment and packaging using tools such as SCCM, LANDesk, and Active Directory Group Policy.
• Demonstrated leadership, communication, and organizational skills, with the ability to manage multiple priorities in a fast-paced environment.
• Self-motivated, customer-focused professional with a track record of delivering responsive, high-quality service in complex enterprise environments.
• Ability to travel to onsite meetings as needed up to 25%.

Pay

This position offers a total compensation range of $124,000.00 - $134,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). Actual compensation will vary and may be above or below the range based on factors such as a candidate’s location, skills, experience, and qualifications.

Benefits

Imprivata offers a top-notch work environment, developmental opportunities, and a competitive total rewards package. More information about Imprivata’s benefit offerings can be found here.