Senior Customer Support Engineer

HYPR | The Identity Assurance Company

Senior Customer Support Engineer responsible for resolving high-impact technical issues for global customers. Collaborating with internal teams to optimize customer environments and ensure success.

Posted 7/1/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $75,000 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support and systems administration, with a strong focus on troubleshooting identity and authentication standards such as OIDC and SAML. Proficient in analyzing system health and ticket trends to enhance service efficiency and customer satisfaction.

Highest-signal resume keywords

Technical Support ExperienceOIDC/SAML StandardsNetworking ConceptsWindows and Mac Operating SystemsCloud/SaaS Infrastructure

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportSystems AdministrationTroubleshootingAnalytical SkillsNetworking ConceptsCloud InfrastructureMobile ComputingWindows Operating SystemMac Operating SystemIdentity Lifecycle Management

Soft Skills

Clear CommunicationEmpathyOrganizational SkillsTeamworkAdaptability

Certifications & Qualifications

Degree or Certification in Relevant Field

Industry Keywords

End-to-End Technical SupportService Level AgreementsCross-Functional CollaborationIncident ManagementSystem Health Monitoring

Tech Stack

Tools & technologies

AndroidCloudDNSiOS

About the role

Key responsibilities & impact

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

What you’ll need

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

Benefits

Comp & perks

Equity
Health insurance
Professional development opportunities