Senior Customer Support Engineer

Your Role and Impact

As a Senior Customer Support Engineer, you will serve as a critical technical resource and advocate for HYPR’s global enterprise customers. This role is focused on driving technical ownership and customer success by managing complex identity assurance challenges. You will not only resolve high-impact technical issues but also contribute to the long-term stability and optimization of our customers' environments, acting as a bridge between the customer and our internal engineering teams to enhance the overall HYPR experience.

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.
• 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