Senior Customer Support Engineer

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.

Requirements

• 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
• Note:
• H1B/Visa support is not currently available for this specific position.
• HYPR is an Equal Opportunity Employer.
• Annual Base Salary: $75,000 - 90,000 (USD)

Benefits

Additional Information

HYPR, the Identity Assurance Company, helps organizations create trust in the identity lifecycle. We are a community of bold thinkers and energetic doers who imagined a brand new approach to identity security and, at the same time, are eliminating a pervasive and persistent 60-year old problem - the password. Since being founded in 2014, the company has grown to be the premium provider of authentication security to marquee brands around the globe and are quickly becoming the recognized leader in Identity Assurance. We are looking for exceptional people with the ambition and the will to positively change the world. If that sounds like you, join us on our mission to create a passwordless world and secure the identity lifecycle. Your Role and Impact As a Senior Customer Support Engineer, you will serve as a critical technical resource and advocate for HYPR's global enterprise customers. This role is focused on driving technical ownership and customer success by managing complex identity assurance challenges. You will not only resolve high-impact technical issues but also contribute to the long-term stability and optimization of our customers' environments, acting as a bridge between the customer and our internal engineering teams to enhance the overall HYPR experience.

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