AppOps Engineer II
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 an AppOps Engineer II to join our team. This is a remote opportunity based in Costa Rica. Job Summary The AppOpps Engineer II on Imprivata’s Privileged Access Security (PAS) team is responsible for maintaining a highly available, secure, and performant SSH-based connectivity platform that provides remote support, advanced auditing, and centralized management. This role delivers engineering-level escalation support to Imprivata Support and customers by diagnosing complex technical issues, providing durable workarounds or engineering fixes, and contributing those solutions to the product codebase. Active participation in the AppOps on-call rotation ensures the mission-critical product remains secure, stable, and responsive to evolving customer needs. Imprivata Privileged Access offers a highly available and performant connectivity framework that uses SSH (secure shell) to create a connectivity platform for remote support. The appliance also offers advanced auditing capabilities and centralized management for remote access. Our product is mission-critical to our customers, and our success depends on our ability to evolve our product to satisfy new customers while improving stability and maintaining security and quality.
Duties and Responsibilities
- Improve product quality and performance.
- Provide escalation support for Imprivata’s support organization
- Interact with customers as required to provide support and resolution to customer escalations
- Proactively identify, categorize, and resolve potential security and reliability issues with customer servers
- Work closely with Development and DevOps to identify, document, and resolve bugs
- Ability to manage multiple priorities, work independently, and collaborate effectively in a distributed team environment
- Create and maintain knowledge base articles/documentation for use by internal support and development organizations
- Ability to explain complex technical issues to non-technical audiences
- The selected candidate will be expected to have or be able to obtain the Linux Foundation Certified Systems Administrator (LFCS) certification or equivalent (i.e., RedHat, Linux+) within 6 months of employment. This will be financially supported by the company.
- Other duties as assigned and required.
Required Qualifications
- Associate’s or higher degree in Information Technology, Computer Science, or equivalent experience
- 3+ years of experience in a related technical field
- Strong written and verbal communication skills
- Experience supporting external customers or internal engineering teams
- Experience with ticketing systems (e.g., Jira, Salesforce)
- Working knowledge of Linux system administration and troubleshooting
- Basic understanding of networking and TCP/IP concepts (firewalls, proxies, DNS)
- Basic scripting experience (Bash or Python)
Desired Qualifications
- Experience with virtualization or containerization technologies (e.g., VMware, Docker)
- Exposure to cloud platforms (AWS, Azure, or GCP)
- Familiarity with configuration management or orchestration tools (e.g., Ansible, Kubernetes)
- Experience with Red Hat–based distributions (RHEL, AlmaLinux 8/9), including RPM-based package management (yum/dnf)
- Familiarity with PostgreSQL or other relational databases