Senior 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 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 Note: H1B/Visa support is not currently available for this specific position. HYPR is an Equal Opportunity Employer. Annual Base Salary: $75,000 - 90,000 (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 location, 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 [email protected]. 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 [email protected] if you need assistance completing HYPR’s application process.