Note: The job is a remote job and is open to candidates in USA. HYPR, the Identity Assurance Company, helps organizations create trust in the identity lifecycle. As a Senior Customer Support Engineer, you will serve as a critical technical resource for HYPR’s global enterprise customers, managing complex identity assurance challenges and ensuring customer success.
Responsibilities
- Own the end-to-end technical support lifecycle, ensuring all incidents are triaged, resolved, or escalated within defined SLAs
- Conduct deep-dive technical troubleshooting across HYPR’s product suite and integrated identity services
- Collaborate cross-functionally with Engineering and Product teams to resolve complex escalations and identify product defects
- Proactively monitor system health and ticket trends to mitigate widespread service interruptions and improve process efficiency
Skills
- 3–4 years of proven experience in technical support, support operations, or systems administration
- Degree/Certification or equivalent practical experience
- Demonstrated ability to perform autonomous problem-solving using OIDC/SAML and other identity/authentication standards
- Proven capability to guide customers to a successful resolution through clear communication, empathy, and a composed, positive demeanor
- Excellent analytical, organizational, interpersonal, and teamwork skills
- Ability to adjust quickly to changing priorities and make quick decisions with available information
- Strong proficiency in networking concepts (DNS, HTTP, IP) and cloud/SaaS infrastructure to support enterprise-scale environments
- Strong understanding of Windows and Mac operating Systems
- Ability to troubleshoot mobile computing (iOS & Android) environments
- Advanced analytical skills for reviewing mobile, workstation, and server logs to isolate root causes of complex identity lifecycle issues
- Eligible to work in the US
Benefits
- Equity
- Benefits
- Other opportunities at HYPR
- Participate in an automated identity verification process, which includes document verification, location detection, and facial recognition, on their first day of employment with the Company
- Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state and/or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on HYPR. Please inform [email protected] if you need assistance completing HYPR’s application process.
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