Senior Customer Support Engineer

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 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 Benefits Medical, Dental, and Vision Flexible Vacation Paid Parental Leave Flexible Work Schedule Company Lunch Team Activities Wellness Days & Summer Fridays Home Office Stipend Training & Development WFH Opportunities Qualifications Eligible to work in the USProven capability to guide customers to a successful resolution through clear communication, empathy, and a composed, positive demeanorAdvanced analytical skills for reviewing mobile, workstation, and server logs to isolate root causes of complex identity lifecycle issuesStrong proficiency in networking concepts (DNS, IP) and cloud/SaaS infrastructure to support enterprise-scale environmentsAbility to adjust quickly to changing priorities and make quick decisions with available informationDemonstrated ability to perform autonomous problem-solving using OIDC/SAML and other identity/authentication standardsStrong understanding of Windows and Mac operating SystemsExcellent analytical, organizational, interpersonal, and teamwork skills3–4 years of proven experience in technical support, support operations, or systems administrationAbility to troubleshoot mobile computing (iOS & Android) environmentsDegree/Certification or equivalent practical experience #J-18808-Ljbffr