Principal Customer Support Engineer

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Requirements:

• Significant experience in a senior technical support or system administration role, preferably in a SaaS and/or cybersecurity environment.
• Excellent problem-solving skills, with the ability to troubleshoot complex system issues and collaborate with different teams to find a solution.
• Strong Knowledge of Identity and Access Management (IAM) technologies such as SAML, OpenID Connect, and Identity Providers.
• Knowledge of Windows and Mac operating systems, networking concepts (DNS, HTTP, IP, VPN, etc), Active Directory and Active Directory Certificate Services.
• Ability to troubleshoot complex workstation (Windows & Mac) and mobile computing (iOS & Android) environments.
• Excellent communication skills, with the ability to articulate technical concepts to a diverse audience.
• Strong organizational, interpersonal, and teamwork skills.
• Willingness to provide on-call support via scheduled rotation.

Responsibilities:

• Act as the final escalation point for customer-submitted issues that cannot be resolved by Support Engineers/Agents.
• Provide advanced product support for HYPR customers, including troubleshooting complex technical issues and coordinating with internal teams to achieve resolution.
• Analyze Security Information and Event Management (SIEM) tools to perform deep root cause analysis.
• Identify patterns in support issues to proactively address potential widespread problems.
• Engage closely with the product and engineering teams to improve the product based on customer feedback.
• Look for potential situations in which an improvement in process efficiency or customer experience is possible and make data-informed recommendations.
• Ensure service level agreements are met for all escalated tickets.
• Train and Mentor Support Engineers/Agents.
• Participate in cross functional teams.