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 Customer Support Engineer II to join our team. This is a remote opportunity based out 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. . Duties and Responsibilities Communication Skills - Good standard of verbal and written English and a professional telephone manner - Can convey technical information at the appropriate level for any audience - Strives to empathize, advocate for, and maintain positive relationships with colleagues and customers Productivity / Efficiency - Leverages individual and team knowledge and expertise, knowledgebase, documentation and other information sources to help solve problems - Good time management skills and demonstrated ability to effectively prioritize own workload - Able to troubleshoot, debug and reproduce customer scenarios - Logical thinker with analytical and problem-solving skills - Adopts AI technology and tools to work smarter and more efficiently - Required to be flexible, detail-oriented and organized with the ability to multi-task - Works toward becoming a recognized Subject Matter Expert in one or more products or features Escalation Management - Consistently applies appropriate sense of urgency and proactivity - Recognizes the need for case prioritization and escalation based on customer and business impact Mentoring / Training - Ability to create and deliver peer-level technical training - Comfortable training fellow team members - Independently creates reusable knowledge articles based on problem analysis and case resolution and contributes to ongoing Knowledge article maintenance Case Management - Use the Salesforce call tracking system to record all case details in timely manner - Close cases in the system in a timely manner once resolved/completed - Meets or exceeds individual and team targets & SLAs - Ensure CRM data are kept up to date at all times - Makes use of diagnostic tools to analyze and resolve customer issues Additional Responsibilities - Adhere to regular shifted hours, with additional coverage flexibility as required - Provide scheduled After Hours coverage on a rotating basis. - Occasional travel for onsite support, business meetings, training, conferences, etc., as required - Respects and maintains customer and partner confidentiality - Collaborates effectively across functions and departments - Other duties as assigned and required Required Qualifications Required: - Minimum of 5+ years’ experience providing customer service/ technical support - Technical degree or equivalent experience Desirable: - In addition to English, written and spoken languages (French, Spanish and other European languages) are preferred - Industry certifications such as Microsoft, VMWare, Citrix, AWS, ITIL, Cisco, CompTIA - Understanding of user authentication concepts and administration –Passthrough authentication, RDS session management, Kerberos, Biometrics, time-based tokens, proximity cards, RADIUS - Understanding/experience of Application and Desktop Virtualization, especially Citrix - Knowledge of Microsoft Active Directory / User Management / LDAP concepts - Experience of Healthcare industry knowledge of technologies and workflows 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 We are hiring a Bookkeeping / Accounting Support Specialist who owns accuracy, consistency, and timeliness of financial operations across one or multiple businesses. This is a remote role through ScaleSource. This is not a slow back-office seat where things wait until next week. Clean books, tight deadlines, real ownership. Your mission is to make the numbers trustworthy and make them fast. You will work between operators, vendors, customers, and the CPA or finance lead to keep the books accurate, current, and documented. What You'll Own - Transaction Coding and Reconciliation - Coding transactions correctly and consistently. - Reconciling accounts on a set monthly cadence. - Investigating variances. - Catching duplicates, miscodes, and missing documentation. - Keeping the chart of accounts clean. - Flagging anything that looks wrong. - AP, AR, Invoicing, and Collections - Processing accounts payable accurately and on time. - Invoicing customers correctly and promptly. - Following up on collections proactively. - Managing invoice workflows end to end. - Vendor follow-up on missing bills and wrong amounts. - Aging AR and AP with real owners and follow-up dates. - Month-End Close - Month-end prep starting before month-end. - Running the close checklist completely. - Closing books on schedule. - Producing a close summary. - Reporting and Cash Visibility - Delivering recurring finance reports on schedule. - Providing current and clear cash updates. - Flagging unusual expenses or trends. - Documentation and CPA Readiness - Keeping receipts and documentation attached where they belong. - Providing notes explaining non-obvious transactions. - Ensuring books are understandable by any competent accountant. Qualifications - 3+ years full-cycle bookkeeping or accounting support. - 2+ years hands-on with QuickBooks Online and/or Xero. - Reconciled 3+ accounts monthly for at least 12 months. - Managed $100k+ in monthly transaction volume, or 150+ transactions per month. - Closed books by day 10 or faster for 6 straight months, OR managed 10+ client books simultaneously. - Fluent written and spoken English at a professional level. - Strong organization skills with a personal system for tracking deadlines. - Ability to work independently against a fixed monthly cadence. - Professional home office setup and reliable internet. - Introductory video submission required. - Must be available Monday–Friday, 9:00 AM–6:00 PM in PST, CST, or EST. Preferred Qualifications - Experience supporting franchise, multi-location, or multi-entity businesses. - Experience with U.S.-based clients, U.S. GAAP basics, or U.S. tax-prep support. - Experience working directly with a CPA or external accountant. - Experience in a bookkeeping firm or outsourced accounting environment. - Experience with collections and AR aging cleanup. - Experience building or improving a close checklist. - Experience with payroll processing or payroll reconciliation. - Bookkeeping or accounting certification (QuickBooks ProAdvisor, Xero Advisor, CPA/CMA track, or local equivalent). Benefits - Faster Hiring Process. - Better Role Matching. - Real Upside for strong performers. - Work With U.S. Operators. - Real Ownership of your work. - Multi-Location Exposure. Schedule Remote, supporting U.S.-based operators and franchise businesses. Monday–Friday, 9:00 AM–6:00 PM (PST, CST, or EST). Compensation $1,250 USD/month for the first 90 days. $1,500 USD/month after.

• Responsible for supporting the hardware and software aspects of Brain Corp’s fleet of robots • Proactively monitor deployed fleet of robots remotely using internal tools to identify and solve issues effectively • Conduct independent technical troubleshooting on customer-reported issues and implement effective resolutions • Develop and expand comprehensive expertise in Brain Corp’s robotic systems, encompassing hardware, software, navigation kits, sub-system and cloud infrastructure. Utilize this knowledge to effectively troubleshoot and resolve issues as they arise • Act as a Subject Matter Expert (SME) for both direct customers and Original Equipment Manufacturers (OEMs), adept at understanding their needs and resolving any issues they encounter in a timely and efficient manner • Lead customer meetings and discussions • Act as the primary liaison between our company and our end users • Lead internal or external customer related initiatives addressing issues as they arise • Collaborate closely with the Account Management team to address and resolve any issues or concerns raised by end users • Proactively identify opportunities to enhance customer satisfaction and retention • Coordinate meetings with service providers and OEMs: Organize and lead regular meetings with service providers (SPs) and OEMs to discuss current issues, implement changes, and address any complaints • Ensure effective communication and collaboration between all parties to maintain strong working relationships and resolve issues promptly • Document meeting outcomes, track action items, and follow up to ensure timely resolution of all concerns • Provide issue resolution and continuous improvement: Take ownership of the resolution process for any issues reported by end users, SPs, or OEMs • Work cross-functionally with internal teams to identify root causes and implement corrective actions • Continuously seek ways to improve processes and enhance the overall customer experience • Lead the quality resolution process, initiating from customer-reported symptoms, progressing through troubleshooting cycles to identify root causes effectively • Provide training & enablement to OEM/customer when needed; providing on-site support within geographic region as needed • Serve as an escalation point between Tech Support and Fleet Ops and Engineering teams • Assist with the creation and monitoring of team metrics • Provide training and support to junior staff and mentor team members • Travel up to 20% to Brain Corp offices, OEM partner locations, and customer sites as needed.

• Respond to customer inquiries via email and virtual meetings with professionalism and accuracy, ensuring timely resolutions to meet customer needs. • Resolve customer issues with product functionality, reporting, and integrations. • Write basic to intermediate scripting queries to investigate customer data problems. • Document solutions in the knowledge base. • Troubleshoot technical issues, escalating more complex cases to higher-level support or technical teams when necessary. • Communicate clearly and empathetically with customers, ensuring a positive experience by providing helpful and informative solutions. • Update and maintain the customer support knowledge base with accurate solutions and troubleshooting guides for common issues. • Collaborate with internal teams to ensure customer facing documentation is always current, reflecting any new product features or changes. • Assist in improving self-service resources as needed, ensuring easy access to valuable information for customers. • Work with product, engineering, and customer success teams to escalate customer feedback and technical issues, contributing to product improvements. • Provide backup assistance for Engineering team in manual testing. • Act as a bridge between customers and internal teams to keep both sides informed about ongoing issues and solutions. • Regularly track and report on common customer issues, using insights to suggest process improvements that reduce recurring problems. • Participate in team meetings and feedback sessions to share learnings and improve overall team performance.