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 experience in technical support, support operations, or systems administration
• Degree, Certification, or equivalent practical experience
• Ability to perform autonomous problem-solving using OIDC/SAML and other identity/authentication standards
• Proficiency in networking concepts including DNS, HTTP, and IP
• Experience with cloud/SaaS infrastructure and enterprise-scale environments
• Strong understanding of Windows and Mac operating systems
• Ability to troubleshoot mobile computing environments (iOS & Android)
• Advanced analytical skills for reviewing mobile, workstation, and server logs
• Eligibility to work in the US

About the Company

HYPR, the Identity Assurance Company, helps organizations create trust in the identity lifecycle by providing premium authentication security and eliminating the need for passwords.