Note: The job is a remote job and is open to candidates in USA. 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 enhancing the overall customer experience.

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

Skills

• 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

Benefits

• Equity
• Benefits
• Other opportunities at HYPR
• Automated identity verification process, which includes document verification, location detection, and facial recognition, on their first day of employment with the Company
• Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state and/or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on HYPR. Please inform [email protected] if you need assistance completing HYPR’s application process.

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