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 Technical Knowledge Enablement Specialist to join our team. This is a fully remote opportunity based out of the United States.
Job Summary
The Technical Knowledge Enablement Specialist supports Imprivata’s Customer Support organization by transforming technical subject matter expertise, knowledge gaps, support case trends, and recurring escalation drivers into clear, actionable knowledge and enablement resources for the department. This role focuses on creating and maintaining technical knowledge articles, troubleshooting guides, decision trees, internal runbooks, training materials, and other support enablement content that improves case handling quality and resolution efficiency. The role works closely with Application Support SMEs, Knowledge Management, Support, Product, and Engineering to identify knowledge gaps, capture technical workflows, and document repeatable troubleshooting practices. Operating within the broader Knowledge Management program, this role helps ensure Support teams have the information, context, and tools needed to troubleshoot effectively and escalate with complete, accurate information.
Duties and Responsibilities
- Create knowledge articles, troubleshooting guides, runbooks, decision trees, and training materials that help Support troubleshoot issues consistently and effectively.
- Partner with Application Support subject matter experts to capture product-specific troubleshooting steps, diagnostic workflows, known issue patterns, and support best practices.
- Analyze support cases, escalation trends, repeated questions, and Support feedback on a regular basis to identify technical knowledge gaps and prioritize new or updated content.
- Convert SME-led trainings, mentoring sessions, case reviews, and informal knowledge-sharing discussions into reusable reference materials for Support.
- Collaborate with the Knowledge Management Specialist to ensure technical content follows established content standards, style guidelines, taxonomy, review processes, and publishing workflows.
- Maintain assigned technical content by reviewing it for accuracy, completeness, relevance, and usability according to established content review cycles.
- Support Product, Engineering, and Application Support teams by documenting product behavior, supportability gaps, recurring technical issues, and required escalation information.
- Track knowledge and enablement requests in a prioritized backlog based on case volume, escalation frequency, knowledge gaps, product risk, SME input, and Support impact.
- Other duties as assigned and required
Required Qualifications
- Bachelor’s degree in Technical Writing, Communications, English, Information Systems, Computer Science, Instructional Design, or a related field, or equivalent practical experience.
- 2+ years of experience in technical writing, technical support, knowledge management, support enablement, application support, or a related role.
- Strong written and verbal communication skills, with the ability to translate technical information into clear, accurate, and actionable support content.
- Working knowledge of technical documentation formats, including knowledge articles, troubleshooting guides, runbooks, decision trees, training materials, or internal support playbooks.
- Ability to work with subject matter experts, review support cases, and identify documentation gaps based on recurring issues, escalation patterns, and internal feedback.
- Experience using knowledge management systems, case management systems, CRM platforms, or similar support tools; KCS, ITIL, technical writing, or instructional design certification preferred.
This position offers a total compensation range of $87,000.00 to $112,000.00 (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.
#LI-Remote #LI-SF1
