Ready to join a team that’s all in? At Imprivata, we deliver unified access and security management programs that eliminate friction, empowering healthcare and mission-critical organizations to work smarter, faster, and more securely. We believe work can be more than a job or task—it’s a collective spirit; the type that emboldens creativity, embraces challenge, and fosters excitement. We are constantly raising the bar on what’s possible, owning the outcome of our triumphs and trials, staying nimble amidst change, and cultivating an environment where we win together. Here, your ideas matter, your differences are celebrated, and your work drives real results—for your career, your teammates, and our customers. When you join Imprivata, you embark on a shared journey of ambition and growth. We’re committed to building an inclusive workplace where everyone feels valued and supported. If you’re looking for a place to match your passion with purpose—and where every day you can make an impact—you’ll find it here. We are seeking a bilingual (French and English) Customer Support Engineer I to join our team. This is a remote opportunity based out of the West coast of Canada. Job Summary Provides technical support covering the full life-cycle of Imprivata products to external customers, partners and employees. Diagnoses and debugs technically complex software in networked and virtualized environments. Isolates and resolves problems in customer configurations and deployments. Reports product flaws or reliability limits to engineering. Must be able to work 9am-6pm Pacific Time. Duties and Responsibilities - Leverage individual and team knowledge and expertise, knowledgebase, documentation and other information sources to help solve problems - Troubleshoot, debug and reproduce customer scenarios. Make use of diagnostic tools to examine and resolve customer issues. - Ability to convey technical information at the appropriate level for any audience. - Aims to empathize, advocate for, and maintain positive relationships with colleagues and customers. - Creates reusable knowledge articles based on problem data and case resolution and contributes to ongoing Knowledge article maintenance and coach peers on Knowledgebase usage. Ensure CRM data is kept up to date at all times. - Apply an appropriate sense of urgency and proactivity and recognize the need for case re-prioritization and escalation based on customer and business impact. - Use the Salesforce call tracking system to record all case details and close cases in a timely manner. - Meets or exceeds individual and team targets & SLAs - Collaborate cross-functionally to diagnose and resolve customer issues. - Adhere to regular shifted hours, with additional coverage flexibility as required. Including providing scheduled After-Hours coverage on a rotating basis. - Occasional travel for onsite support, business meetings, training, conferences, etc., as required. - Other duties as assigned and required. Required Qualifications - Technical degree or equivalent experience. - 2+ years’ experience providing customer service/support (application or technical ideally). - Excellent written and verbal communication skills in English; as well as a professional telephone manner. - Good time management skills and demonstrated ability to effectively prioritize own workload. - Rational thinker with data-analytical and problem-solving skills. - Ability to flex and prioritize workload with a sound focus on attention to detail and organization with the ability to multi-task. - Fluent in West Coast French Desirable: - Additional written and spoken languages (Spanish and other European languages) an advantage but not essential. - Industry certifications such as Microsoft, VMWare, Citrix, AWS, ITIL, Cisco, CompTIA. - Knowledge of user authentication concepts and administration –Passthrough authentication, RDS session management, Kerberos, Biometrics, time-based tokens, proximity cards, RADIUS. - Knowledge/experience of Application and Desktop Virtualization, especially Citrix. - Knowledge of Microsoft Active Directory / User Management / LDAP concepts. - Experience in Healthcare. 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. #LI-Remote #LI-SF1

Role Description Join Bentley Systems’ Global Product Support organization as a Technical Support Engineer, delivering expert technical guidance across Bentley’s product portfolio. You will collaborate with global teams to diagnose, troubleshoot, and resolve complex issues in real‑world enterprise environments using industry‑leading engineering software. This role is ideal for engineers passionate about solving complex technical challenges, working directly with customers, and continuously developing expertise in networking, infrastructure, and enterprise‑scale systems. - Act as the main technical support contact for users, resolving issues across Bentley products via phone, email, and web support. - Engage with users to obtain information, collect logs for investigation, and ask focused questions to identify issues. - Collaborate quickly with global teams, developers, and cross-functional partners. - Identify, troubleshoot, and escalate advanced software and networking problems as necessary. - Address and refer complex software and network-related issues when appropriate. - Keep precise records of user support cases and share relevant documentation with users. - Utilise troubleshooting methods and tools to assess reported problems. - Address users’ inquiries or difficulties regarding software configuration, setup, and product features. - Escalate unresolved issues to relevant teams, such as developers and product managers. - Assist the Product & Technology team in prioritising improvements and fixes. - Record technical expertise through comprehensive notes and manuals, document solutions, and contribute to internal knowledge repositories as well as Bentley Communities. - Participate in daily team stand‑ups, continuously improving processes and product understanding. - Prioritise and manage support cases with timely updates, communication, and follow‑through. - Reproduce issues in test environments, including simulation of network topologies and application configurations. - Share expertise internally and participate in community‑driven support initiatives. - Continuously upskill on product updates, enterprise networking concepts, and troubleshooting techniques. Qualifications - Good to have experience administering engineering information or document management systems in enterprise environments. - Solid understanding of enterprise networking concepts, including DNS, TCP/IP, FQDN, firewalls, proxies, load balancing, clustering, and client‑server connectivity. - Ability to interpret application, system, and network logs to identify root causes across multiple layers. - Experience with Windows Server, client operating systems, and enterprise database platforms such as Microsoft SQL Server and Oracle. - Familiarity with programming languages (e.g., .NET, C++) and reading/interpreting log files. - Intermediate to advanced knowledge of cloud technologies. Requirements - 2+ years of technical support experience in SaaS, enterprise, or global environments. - Bachelor’s degree in engineering, IT, Computer Science, or a related field. - Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly. - Strong troubleshooting mindset, user‑centric approach, and high emotional intelligence. - Proven ability to prioritise workload, manage multiple cases, and collaborate effectively within global teams. Company Description Around the world, infrastructure professionals rely on software from Bentley Systems to help them design, build, and operate better and more resilient infrastructure for transportation, water, energy, cities, and more. Founded in 1984 by engineers for engineers, Bentley is the partner of choice for engineering firms and owner-operators worldwide, with software that spans engineering disciplines, industry sectors, and all phases of the infrastructure lifecycle. Through our digital twin solutions, we help infrastructure professionals unlock the value of their data to transform project delivery and asset performance.

• Provide exceptional remote-based support for mission-critical SAP applications • Solve complex customer issues using methodical troubleshooting • Support client customizations, sharing experience and best practices advice • Develop or work with a developer to deliver application break fixes for critical product defects • Collaborate with team members in a virtual team environment

Role Description The role of the Support Engineer, SAP MM-WM is to provide exceptional remote-based support for mission-critical SAP applications as part of our global customer support team. The position has the responsibility for researching, troubleshooting, and supporting multiple SAP modules for our global clients who use both 4.x and ECC environments. - Solve complex customer issues using methodical troubleshooting based on expert knowledge of SAP applications functionality and technology. - Work closely with customers on a daily basis to understand their needs, support business change, and deliver a consistently high-quality customer experience. - Ability to configure, present, and discuss best practices and functionalities of the SAP WM and MM modules. - Knowledge related to Mexican localization tax and regulatory requirements. - Support client customizations, sharing experience and best practices advice. - Develop or work with a developer to deliver application break fixes for critical product defects. - Provide hands-on assistance using proprietary tools in a test environment or via remote client connectivity. - Collaborate with team members in a virtual team environment to extend field experience to different client situations. - Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes to improve the client experience. Qualifications - 5 to 9 years of relevant SAP experience particularly with MM/WM Modules. - 5 to 9 years of direct support of application end-users in a Corporate environment. - A track record of successful roles in SAP implementations, roll-outs, or application support. - Relevant working knowledge and understanding of supporting business processes. - Analytical, logical problem resolution skills. - SAP certification(s) preferred. - Knowledge of maintenance/patching mechanics and SAP architecture. - Demonstrable history solving complex problems across multiple modules. Requirements - Superb trouble-shooting skills and tenacity in problem solving. - Passionate focus on customer support and the ability to build long-term, successful working relationships with Clients. - Strong knowledge of key application functionality, tables, and relationships. - Deep knowledge of SAP customization/extension methodologies. - Excellent development skills using SAP toolset. - Excellent interpersonal, presentation, and communication skills – verbal & written. - Attention to detail and the ability to learn quickly. - Extreme focus on Client satisfaction. - Demonstrated ability to work independently and as part of a team. - Ability to work calmly and professionally in high-pressure situations. - The ability to work remotely from a home-based office in a virtual environment. Preferred Qualifications - Extensive knowledge of multiple SAP modules across SAP releases (4.x & ECC) including proficiency with SAP product module/suite business processes, navigation mechanics, configuration requirements, integration with other modules, and knowledge of underlying technology. - Knowledge of any Country Specific Solutions would be an advantage. - A consulting background, while not mandatory, would be useful. - Experience with localizations and global implementations would be an advantage. Education - Bachelor’s degree in computer science, Information Technology, or a related field. Language - Fluency in both English & Portuguese is required. Location - Brazil, remote. Why Rimini Street? We are looking for talented, passionate people to help us build our future at Rimini Street. We hire only the best, the most extraordinary professionals and provide compensation, bonuses, and benefits to match the skills of our top-performing team members. - Our work is challenging and meaningful. - We start and end each day with a sense of achievement and purpose guided by our core values, the Four Cs: - Company: We dream big and innovate boldly. - Colleagues: We work with extraordinary people who create a culture of mutual respect and collaboration. - Clients: We relentlessly pursue solutions that help clients achieve their goals. - Community: We believe in leaving the world a better place than we found it.