• Independently diagnose complex system failures using advanced log analysis • Act as the 'technical interpreter' for stakeholders and Tier 1 support • Provide rigorous, high-fidelity bug reports to developers • Author troubleshooting workflows to empower lower-tier issue resolution • Use GenAI to summarize logs and draft complex SQL queries • Spot recurring patterns in system issues and flag larger platform friction points • Explain investigations to Tier 1 colleagues to enhance team knowledge

• Receber, triar e acompanhar chamados relacionados aos produtos digitais • Analisar, investigar e direcionar incidentes e situações reportadas pelos usuários • Abrir e organizar demandas para o time de desenvolvimento, garantindo clareza na descrição dos problemas • Analisar e direcionar oportunidades de melhoria para os times responsáveis pelas evoluções dos sistemas • Organizar e manter atualizada a base de conhecimento sobre sistemas e processos • Realizar status reports e alinhamentos com os times de negócio e tecnologia • Apoiar no treinamento de usuários sobre o funcionamento dos sistemas • Mapear dores recorrentes a partir de incidentes e chamados, contribuindo para melhorias e evoluções dos sistemas.

This role is located in Japan - We are a remote work environment for 2026 with future plans to open up an office in 2027. Candidates must possess a valid Japanese work visa at the time of application. We are unable to provide visa sponsorship for this position. Tulip, the leader in frontline operations, is helping companies around the world equip their workforce with connected apps, leading to higher quality work, improved efficiency, and end-to-end traceability across operations. Companies of all sizes and across industries have implemented composable solutions with Tulip’s cloud-native, no-code platform to solve some of the most pressing challenges in operations: error-proofing processes and boosting productivity, capturing and analyzing real-time data, and continuous improvement. A spinoff out of MIT, Tulip is headquartered in Somerville, MA, with offices in Germany and Hungary. Focused on composable, human-centric solutions for industrial environments, Tulip is disrupting the MES category and has been recognized as a World Economic Forum Global Innovator. Tulip has also been named one of Energage’s Top Workplaces USA and one of Built In Boston’s “Best Places to Work” and “Best Midsize Places to Work” for 2024. About You: - You are willing to work in a fast paced, challenging, quickly changing environment. - You are keen to learn the latest technologies and improve yourself. - You are tech savvy with years of experience on technical product support, working with customers through multiple forms of communication including chat and web calls. - You are genuine, humble, curious and willing to work in a fun, diverse culture. What skills do I need? - Experience with ticketing systems (e.g. ZenDesk). - Experience in manufacturing or process engineering. - Familiarity with Atlassian environment (e.g. Jira, Confluence). - Collaborative attitude to partner with and manage multiple teams to resolve issues. - Exceptional communication skills, written and oral. - Business level of English to communicate with internal team and handle English knowledge database - Business level of Japanese to communicate with Japanese customers,internal team, and handle Japanese material What tech experience would be preferred? - Intermediate - API and HTTP (post/get, auth, etc.) - Shell scripting (MacOS, UNIX) - Basic - SQL (PostgreSQL) and Mongo databases, queries - Network/Cloud (AWS, Azure) Key Responsibilities: - Act as the frontline contact for customers in need of support, and provide timely, accurate, and complete responses to inquiries. - Educate customers on the product, usage, and features. - Diagnose, troubleshoot, and resolve technical issues, working with cross-functional teams as needed. - Escalate and follow-up complex cases with key collaborators below. - Manage Support workload to provide visibility to issues and resolution status. - Continuously improve the internal support processes and tools. - Expand product documentation held in our customer-facing knowledge base. - Process business and technical information for customers and provide feedback for the developer teams. - Participate in an on-call rotation to provide occasional support during off-hours, including nights and weekends, for critical issues. Key Collaborators: - All other customer facing teams: Applications Engineering, Customer Solutions, Customer Success - Software Engineering (multiple sub-teams as applicable) - Hardware Engineering Working At Tulip We know even great candidates experience imposter syndrome. Even if you don’t match every requirement, applying gives you the opportunity to be considered. We’re building a strong, diverse team that values hard work, families, and personal well-being. Benefits of working with us include: - Direct impact on product and culture - Company equity - Hybrid Work Style - Learning & Development benefit Comprehensive social insurance package (Health, Pension, Employment, and Workers' Compensation - Commutation Allowance We are an equal opportunity employer. At Tulip, we celebrate all. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Help us build an inclusive community that will transform frontline operations. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Please note that we may use AI-based tools to support parts of our hiring process. All data processing is carried out in compliance with local data protection laws, ensuring all personal candidate information is handled securely and ethically.

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