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<title>Highland Career Network: Customer Service/Support</title>
<link>http://www.hcp.com/career-network/</link>
<description>Career listings from Highland portfolio companies</description>
<atom10:link xmlns:atom10="http://www.w3.org/2005/Atom" rel="self" type="application/rss+xml" href="http://feeds.feedburner.com/hcp_careernet_servicesupport" /><feedburner:info uri="hcp_careernet_servicesupport" /><atom10:link xmlns:atom10="http://www.w3.org/2005/Atom" rel="hub" href="http://pubsubhubbub.appspot.com/" /><feedburner:browserFriendly>This is an XML content feed. It is intended to be viewed in a newsreader or syndicated to another site, subject to copyright and fair use.</feedburner:browserFriendly><item>
<title>Rent the Runway: QA Engineer</title>
<link>http://www.hcp.com/content103237.html</link>
<description><![CDATA[Rent the Runway is hiring a Software Engineer in Test to join our rapidly-growing team and help build one of the most unique businesses online. If you want to build a reliable test automation framework and work with other engineers on implementing tests at the application level, with a fun group of talented and driven engineers, this is the right role for you.
&nbsp;
Responsibilities:


Work closely with the development team in creating new test harnesses and implementing test tools
Continue to build out an automation suite that is able to validate software at all application layers (ie. UI, service APIs)
Develop performance and load tests
Ensure proper analytics tracking and other logging utilizing MySQL validations
Perform manual testing of new features as needed]]></description>
<pubDate>Fri, 14 Dec 2012 14:31:41 EST</pubDate>
</item>

<item>
<title>Imprivata: Client Services Consultant</title>
<link>http://www.hcp.com/content102946.html</link>
<description><![CDATA[Imprivata is looking to expand our Cortext Client Services team.  Cortext is a Cloud-based mobile and web app that provides a HIPAA compliant secure texting solution that helps clinicians improve patient care securely.  Are you an avid mobile user, have at least one mobile device, love mobile? Do you want to bring the efficiency and effectiveness of mobile communications to healthcare? If you are the right candidate, you can be on the leading edge of improving healthcare communications at a high-growth, financially secure, and small company with a track record of releasing successful products. The Client Services Consultant is a great opportunity for a Professional Services consultant who is tired of full time travel or a support engineer looking to expand beyond dealing with only customer issues.
 
This opportunity will be located at the Imprivata office in Lexington, Massachusetts.
 
What will you do:
Support our Sales Team with prospect calls and Cortext demos
Provide Technical Support to Cortext customers
Work directly with hospitals and Imprivata team members to drive adoption and utilization of Cortext
Provide customer feedback to Product Management to influence product growth
Contribute to and drive Cortext best practices and adoption strategies
Periodically travel to hospitals to work directly with hospital IT and healthcare professionals
]]></description>
<pubDate>Wed, 12 Dec 2012 10:00:04 EST</pubDate>
</item>

<item>
<title><![CDATA[Imprivata: Technical Support Engineer (US & UK)]]></title>
<link>http://www.hcp.com/content95046.html</link>
<description><![CDATA[Location
 Lexington MA & Watford, UK
Position Profile: 
The Technical Support Engineer (Tier 1) is the first point of contact for internal and external customers who seek assistance with a product-related issue or question. 
 
This position is first responder to customer requests for help or questions. The person in this position will log a case for the customer and will work directly with the customer to understand their question or the detailed characteristics of the product issue they-re experiencing. The Technical Support Engineer (Tier 1) will troubleshoot product issues and attempt to resolve them to the customer-s satisfaction, meanwhile documenting all activity in the case for tracking purposes. Efforts to resolve an issue may include attempting to reproduce the behavior in the lab whenever possible. If the Technical Support Engineer (Tier 1) is unable to resolve the case, they will escalate the case to the Tier 2 support team for further analysis and troubleshooting. 
 
The Technical Support Engineer (Tier 1) will perform all of their responsibilities relative to case resolution with awareness of the service levels (SLA) commitment for the support plan purchased by the customer. 
 
There is no travel requirement for this position but opportunities for voluntary travel to customer sites or satellite support offices occasionally may be made available, as needed.
 
Primary Responsibilities:
Deliver high quality first-tier technical support and customer service to Imprivata-s expanding customer base worldwide. 
Effectively capture and document the details of the customer interaction in a case record so that the context and severity of the case may be easily understood by others. 
Document reported product issues in as much technical detail as possible to insure that 1) the technical issue can be easily understood by other technical staff, 2) management of the case can easily be transferred to another Support Engineer if necessary, and 3) the case data can become part of a useful information base to be used as a resource for current and future Technical Support staff. 
Analyze and troubleshoot customer issues to arrive at a diagnosis and resolution. The goal is always to resolve the issue as quickly as possible but more difficult issues may require advanced troubleshooting before arriving at a solution. Advanced troubleshooting may include capturing diagnostic logging and attempting to reproduce the customer-s product behavior in a Support laboratory.
Escalate cases that cannot be resolved or diagnosed within Tier 1 to the Tier 2 team for further analysis and troubleshooting. Manage all cases with attention to the documented service levels for the support plan that is held by the customer. Process and document all cases according to defined procedures. 
Document and publish reusable solutions to the self-service portal of Imprivata-s online Customer Center. 
Enhance job skills through participation in product, technology, and customer service training as it is made available. 
Practice the "give and take- model of knowledge and experience exchange by sharing information gained through individual training, on-sites, and other non-typical job-related opportunities with the greater team. ]]></description>
<pubDate>Mon, 08 Oct 2012 12:55:48 EDT</pubDate>
</item>

<item>
<title>Imprivata: Senior Technical Support Engineer </title>
<link>http://www.hcp.com/content99151.html</link>
<description><![CDATA[The Senior Technical Support Engineer provides tier 2 or tier 3 level support to customers and/or partners who contact Imprivata Technical Support seeking assistance with Imprivata products.


Key Responsibilities

Deliver high quality technical support and customer service to Imprivata-s worldwide customers, partners, and technical support team by: 
Working escalated cases to resolution through the use of remote sessions, reproducing the customer environment/issue, researching with engineering on how to simulate a problem or arrive at a resolution, and other resources. 
Effectively documenting the technical details of the case as well as the details of all customer, partner, and engineering interactions in the case record in a timely fashion so that the activity relative to the case is current and may be easily understood by others. 
Vetting out cases that are set for escalation to get an understanding of the issue make sure all pertinent troubleshooting information has been provided. 
Regular collaboration with engineering relative to the status of progress on active cases, and flow of relevant case and troubleshooting information. 
Manage all cases with attention to the documented service levels for the support plan that is held by the customer. 
Mentor the Tier 1 Support Center teams on effective troubleshooting techniques and packaging a case for escalation. 
Participate and contribute to the Engineering and Support defect triaging processes to ensure the proper prioritization of bug fixes. (Tier 3) 
Communicate the status of upcoming fixes or enhancements to Support team. (Tier 3) 
Contribute to the Hotlist process for proactively communicating solutions and updates to customers on known cases which have the potential for being widespread or have a severe impact. (Tier 3) 
Assist with the release management process. (Tier 3) 
Enhance job skills through participation in product, technology, and customer service training as it is made available. 
Practice the "give and take- model of knowledge and experience exchange by sharing information gained through individual training, on-sites, and other non-typical job-related opportunities with the greater team.]]></description>
<pubDate>Thu, 06 Sep 2012 09:36:09 EDT</pubDate>
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