Customer Support Engineer

🕒 February 19

🇺🇸 United States – Remote

💵 $60k - $75k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

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This company has sponsored H1B visas in the past.

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HYPR | The Identity Assurance Company

WebsiteLinkedInAll Job Openings

51 - 200 employees

🔐 Security

🏢 Enterprise

☁️ SaaS

Security • Enterprise • SaaS

HYPR is a company that provides a comprehensive identity security solution known as the Identity Assurance Platform. The platform offers passwordless authentication, identity verification, and adaptive risk policy orchestration to enhance enterprise security. HYPR focuses on creating trust throughout the identity lifecycle, helping organizations prevent phishing and other cyber threats. Key integrations include popular identity management systems such as Okta, Azure, and ForgeRock. HYPR serves a variety of industries, including financial services, critical infrastructure, and retail, by offering solutions that improve workforce identity security, customer experience, and regulatory compliance. The company emphasizes a phishing-resistant, passwordless approach to identity security, allowing companies to modernize their security strategies without disrupting user experience.

📋 Description

• Actively answer calls and respond to tickets during your assigned shift • Provide Tier 1 product support for HYPR customers • Handle incoming calls, tickets and system alerts; monitor and triage incoming requests via ticket queues • Assist users by providing product support via HYPR’s phone and ticket systems • Leverage internal teams to provide next level support • Identify potential larger issues in real-time • Keep support management updated on trending issues • Look for potential situations in which an improvement in process efficiency or customer experience is possible

🎯 Requirements

• Must have call center experience, triage and technical troubleshooting skills • Degree/Certification or equivalent practical experience • Two plus years of experience working in a Support/Service/Help Desk/Call Center Role • Ability to clearly communicate with customers while demonstrating a positive attitude, self-control and empathy all while leading to resolution of the customer’s issue • Excellent analytical, organizational, interpersonal and teamwork skills • Ability to adjust quickly to changing priorities and make quick decisions with available information. • High-level triage and troubleshooting skills • Outstanding customer service, prioritization, multitasking, communication, and leadership skills • Ability to troubleshoot and think outside the box when needed • Basic understanding of Windows and Mac operating Systems • Basic understanding of networking concepts (DNS, HTTP, IP, etc) • Ability to review mobile, computer, server logs and determine where the issue resides • Ability to troubleshoot workstation (Windows & Mac) and mobile computing (iOS & Android) environments • Knowledge of SaaS and cloud computing infrastructure • Eligible to work in the US

🏖️ Benefits

• Equity • Benefits package