Managed Services Engineer

Managed Services Engineer

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 Managed Services Engineer to join our team for this hybrid opportunity based out of our Waltham, MA office.

Job Summary

The Mobile Access Management Managed Services Engineer is responsible for supporting implementation and leading the ongoing administration and optimization of Imprivata solutions in cloud-hosted and customer on-premises environments. The role performs technical and workflow analysis, implementation planning, hands-on configuration, and proactive customer guidance through technical changes to maximize adoption, security, operational efficiency, and customer value.

The engineer provides ongoing project planning, communications, consultative guidance, and support for customer requests, including occasional on-call support outside regular business hours. The engineer serves as the voice of the customer, advocating for customer needs, feedback, and priorities across internal teams to improve service delivery and product outcomes.

This position provides technical leadership and subject-matter expertise, supports team training and new service offerings, and leads complex strategic customer engagements.

Duties and Responsibilities

• Perform technical environment and workflow assessments; provide strategic recommendations and best-practice guidance that maximize customer value.
• Build trusted customer relationships and support successful Managed Services subscription renewals through exceptional service.
• Serve as an extension of the customer's technical team, performing day-to-day administration, configuration, optimization, and operational support for the Imprivata Mobile Access Management environment.
• Configure, deploy, test, administer, and optimize Mobile Access Management solutions and related integrations.
• Proactively monitor progress, solution health, risks, metrics, and customer trends; identify issues and guide timely resolution.
• Act as a subject-matter expert in Imprivata mobile products and industry workflows, including healthcare, retail, and manufacturing.
• Lead recurring customer meetings and communicate status, deployment health, recommendations, and roadmap priorities.
• Organize and support optimization projects, tasks, and customer work requests.
• Own support cases, troubleshooting, technical escalations, and rotating on-call support as needed.
• Create and maintain customer, project, and best-practice documentation, technical collateral, and CRM records.
• Deliver training and enablement for internal teams, customers, and channel partners; support workshops, demos, pilots, and new service offerings.
• Serve as the voice of the customer by sharing feedback, needs, and enhancement opportunities with Product Development and Product Management.
• Lead onsite meetings or assessments as needed.
• Other duties as assigned and required.

Qualifications

• Bachelor's degree in Business, Computer Science, Engineering, or a related field, or equivalent relevant work experience.
• 5+ years of software-industry experience implementing enterprise software packages or custom systems.
• 3+ years of experience implementing and administering MDM/UEM solutions, such as VMware Workspace ONE, Microsoft Intune, Jamf Pro, or Ivanti Neurons (MobileIron); relevant product certifications preferred.
• 3+ years of experience supporting healthcare customers and clinical users.
• Experience with enterprise mobile device management, including iOS, Android, Apple Business Manager, Automated Device Enrollment (DEP), device supervision, mobile application deployment, AppConfig, configuration profiles, and evaluating mobile OS releases for compatibility.
• Experience with SaaS integrations, REST APIs, identity management, single sign-on (SSO), bulk operations, and API-level troubleshooting; scripting experience is a plus.
• Working knowledge of networking and security fundamentals, including TCP/IP, DNS, SSL/TLS, and certificate administration.
• Familiarity with Microsoft Azure, Microsoft 365, and support CRM platforms (Salesforce preferred).
• Strong communication, presentation, organization, analytical, and problem-solving skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
• Experience managing technical engagements, including estimating work, planning projects, tracking progress, communicating status, and delivering high-quality customer outcomes.
• Ability to build relationships, influence stakeholders at all organizational levels, and effectively manage competing priorities in complex customer environments.
• Ability to travel to onsite meetings as needed up to 25%

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). In addition, more information about Imprivata's benefit offerings can be found here. This range represents the high and low end of Imprivata's compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors, such as a candidate's 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.