Senior Customer Support Engineer

Job Summary

As a critical technical resource for global enterprise customers, the full-time remote Senior Customer Support Engineer will manage the end-to-end technical support lifecycle, resolve high-impact issues, and collaborate with internal teams to enhance customer success in identity assurance.

Key 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

Required Qualifications

• 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
• Strong proficiency in networking concepts (DNS, HTTP, IP) and cloud/SaaS infrastructure
• Ability to troubleshoot mobile computing (iOS & Android) environments