Principal Customer Support Engineer

HYPR, the Identity Assurance Company, helps organizations create trust in the identity lifecycle.  We are a community of bold thinkers and energetic doers who imagined a brand new approach to identity security and, at the same time, are eliminating a pervasive and persistent 60-year old problem – the password. Since being founded in 2014, the company has grown to be the premium provider of authentication security to marquee brands around the globe and are quickly becoming the recognized leader in Identity Assurance. We are looking for exceptional people with the ambition and the will to positively change the world. If that sounds like you, join us on our mission to create a passwordless world and secure the identity lifecycle.

Your Role and Impact 

As a Principal Customer Support Engineer, you will be the ultimate point of contact and resolution for complex technical issues reported by HYPR customers. Your deep technical knowledge, strong problem-solving skills, and commitment to outstanding customer service are vital for this role. You will interact closely with our ticketing system to handle escalated customer issues, and coordinate cross-departmental resources to resolve complex technical challenges.

Key Responsibilities 

• Act as the final escalation point for customer-submitted issues that cannot be resolved by Support Engineers/Agents.
• Provide advanced product support for HYPR customers, including troubleshooting complex technical issues and coordinating with internal teams to achieve resolution.
• Analyze Security Information and Event Management (SIEM) tools to perform deep root cause analysis.
• Identify patterns in support issues to proactively address potential widespread problems.
• Engage closely with the product and engineering teams to improve the product based on customer feedback.
• Look for potential situations in which an improvement in process efficiency or customer experience is possible and make data-informed recommendations.
• Ensure service level agreements are met for all escalated tickets.
• Train and Mentor Support Engineers/Agents.
• Participate in cross functional teams.

Requirements

• Significant experience in a senior technical support or system administration role, preferably in a SaaS and/or cybersecurity environment.
• Excellent problem-solving skills, with the ability to troubleshoot complex system issues and collaborate with different teams to find a solution.
• Strong Knowledge of Identity and Access Management (IAM) technologies such as SAML, OpenID Connect, and Identity Providers. 
• Knowledge of Windows and Mac operating systems, networking concepts (DNS, HTTP, IP, VPN, etc), Active Directory and Active Directory Certificate Services.
• Ability to troubleshoot complex workstation (Windows & Mac) and mobile computing (iOS & Android) environments.
• Excellent communication skills, with the ability to articulate technical concepts to a diverse audience.
• Strong organizational, interpersonal, and teamwork skills.
• Willingness to provide on-call support via scheduled rotation.

The Benefits of Working with HYPR

• Competitive Salary & Equity offer with significant upside as we scale
• Great Medical/Dental/Vision coverage, as well as FSA/HSA, 401k available and more
• Generous equipment budget and customized workstation. You will have what you need to be successful
• Long-Term stability within a high-growth sector within identity access automation
• A mission driven culture. At HYPR you will never be spinning your wheels on tasks that won’t make an impact. Everything we develop is cutting edge and vital to the success and security of our clients

Additional Information

• H1B/Visa support is not available for this position
• HYPR is an Equal Opportunity Employer

Base Salary: $110,000 - $130,000 (USD)

Our salary ranges are based on paying competitively for our size and industry, and are one part of our total compensation package that also includes equity, benefits, and other opportunities at HYPR. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to other HYPRions. We expect the majority of the candidates who are offered roles at HYPR to fall healthily throughout the range based on these factors. 

As the premium provider of authentication security, HYPR is committed to preventing identity fraud by safely and accurately verifying the identities of our employees. Accordingly, all new employees are required to participate in an automated identity verification process, which includes document verification, location detection, and facial recognition, on their first day of employment with the Company.  To learn more about this identity verification process,  please contact peopleops@hypr.com.

HYPR is an Equal Employment Opportunity employer and will not discriminate against an applicant or employee based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other applicable legally protected characteristic under federal, state or local law. 

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 peopleops@hypr.com if you need assistance completing HYPR’s application process