Senior Customer Support Engineer
New
H
HYPRIdentity Security
Remote USFull-TimeSenior
Salary$75,000 - 90,000 (USD)
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Job Details
- Experience
- 3–4 years
- Required Skills
- AndroidSaaSiOS
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.
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.
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