Principal Customer Support Engineer

Summary

Join HYPR, the Identity Assurance Company, as a Principal Customer Support Engineer and become the ultimate point of contact for resolving complex technical issues reported by our valued customers. Leverage your deep technical expertise, exceptional problem-solving abilities, and commitment to superior customer service to handle escalated issues and coordinate cross-departmental resources for efficient resolution. Analyze SIEM tools for deep root cause analysis, identify patterns in support issues to proactively address potential problems, and collaborate with product and engineering teams to enhance the product based on customer feedback. Make data-informed recommendations to improve process efficiency and customer experience, while ensuring service level agreements are met for all escalated tickets. Train and mentor junior support engineers and 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

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

Benefits

• 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