Senior Customer Support Engineer

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

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