[Remote] Technical Support Specialist – Tier 1
Note: The job is a remote job and is open to candidates in USA. Hypori Inc. is a leading provider of SaaS cybersecurity solutions, transforming secure mobility for government and commercial customers. They are seeking a dedicated Customer Support Specialist - Tier 1 to provide first-line technical assistance, ensuring seamless access to critical enterprise data and applications across various mobile devices.
Responsibilities
- 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
Skills
- Must be a US Citizen
- Must have a DoD Security Clearance with a Single Scope Background Investigation
- Must have IAT Level II certification. (Security +)
- At least 1 year experience working as a Customer Support Specialist
- Good problem-solving, analytical, and team-working skills
- Strong customer service skills
- Excellent communication and interpersonal skills
- An openness to learning new technologies
- A strong working knowledge of computer systems, hardware, and software. (AWS, Linux, Android, and cloud solutions preferred)
Benefits
- Medical, dental, and vision insurance
- Parental leave
- Life and disability packages
- 401(k) plan with employer-matching contributions
Company Overview