Hypori

Support Engineer

• Serve as the first point of contact for customer inquiries via phone, email, chat, and ticketing systems. Meet established SLAs for response times.
• Diagnose, troubleshoot, and resolve issues with the Hypori VMI platform, including Android virtual workspace access, application configuration, and connectivity in cloud environments (AWS).
• Log, track, and manage support tickets. Document issues, troubleshooting steps, and resolutions accurately.
• Escalate complex or unresolved issues to Tier 2/Tier 3 with thorough documentation. Maintain ownership and provide customer status updates.
• Assist with user account provisioning, access management, and onboarding in DoD-compliant environments per security protocols.
• Deliver end-user training on Hypori platform usage, security best practices, and supported hardware/software configurations.
• Participate in on-call rotation for after-hours support coverage as operationally required.

Technical Support Specialist – Tier 1