Principal Customer Support Engineer - Remote

Overview

As a Principal Customer Support Engineer at HYPR, you will be the ultimate point of contact and resolution for complex technical issues reported by customers, playing a vital role in the mission to create a passwordless world.

In Short

• Act as the final escalation point for unresolved customer issues.
• Provide advanced product support and troubleshoot complex technical issues.
• Analyze Security Information and Event Management (SIEM) tools.
• Identify patterns in support issues for proactive problem-solving.
• Engage with product and engineering teams to improve offerings.
• Ensure service level agreements are met for escalated tickets.
• Train and mentor support engineers.
• Participate in cross-functional teams.

Requirements

• Experience in senior technical support or system administration, preferably in SaaS/cybersecurity.
• Excellent problem-solving and collaboration skills.
• Strong knowledge of IAM technologies like SAML and OpenID Connect.
• Familiarity with Windows, Mac, and networking concepts.
• Ability to troubleshoot complex workstation and mobile environments.
• Excellent communication skills.
• Strong organizational and teamwork skills.
• Willingness to provide on-call support.

Benefits

• Competitive salary and equity offer.
• Comprehensive medical, dental, and vision coverage.
• Generous equipment budget.
• Long-term stability in a high-growth sector.
• A mission-driven culture focused on impactful work.