Technical Support Specialist – Tier 1

About the position

Hypori Inc., a leading provider of SaaS cybersecurity solutions, is a disruptive technology company transforming secure mobility for government and commercial customers. Hypori’s secure virtual workspace enables users to access critical data and apps from any mobile device without compromising user privacy. Learn more at https://hypori.com . We are looking for a tech-savvy Customer Support Specialist-Tier 1 to be responsible for providing technical assistance with computer systems and software. As a Customer Support Specialist-Tier I, you are responsible for responding to email or customer support tickets and offering technical support and resolutions to customers. To succeed in this role, you need basic working knowledge of computer systems, Android, Azure, and AWS cloud platforms, plus excellent interpersonal and communication skills.

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.

Requirements

• 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.
• A strong working knowledge of computer systems, hardware, and software. (AWS, Linux, Android, and cloud solutions preferred)
• Good problem-solving, analytical, and team-working skills.
• Strong customer service skills
• Excellent communication and interpersonal skills.
• An openness to learning new technologies.

Benefits

• medical, dental, and vision insurance
• parental leave
• life and disability packages
• 401(k) plan with employer-matching contributions that vest starting from your first day of employment
• performance bonus