[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.ResponsibilitiesServe as the first point of contact for customer inquiries via phone, email, chat, and ticketing systems. Meet established SLAs for response timesDiagnose, 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 accuratelyEscalate complex or unresolved issues to Tier 2/Tier 3 with thorough documentation. Maintain ownership and provide customer status updatesAssist with user account provisioning, access management, and onboarding in DoD-compliant environments per security protocolsDeliver end-user training on Hypori platform usage, security best practices, and supported hardware/software configurationsParticipate in on-call rotation for after-hours support coverage as operationally requiredSkillsMust be a US CitizenMust have a DoD Security Clearance with a Single Scope Background InvestigationMust have IAT Level II certification. (Security +)At least 1 year experience working as a Customer Support SpecialistGood problem-solving, analytical, and team-working skillsStrong customer service skillsExcellent communication and interpersonal skillsAn openness to learning new technologiesA strong working knowledge of computer systems, hardware, and software. (AWS, Linux, Android, and cloud solutions preferred)BenefitsMedical, dental, and vision insuranceParental leaveLife and disability packages401(k) plan with employer-matching contributionsCompany OverviewHypori's SaaS delivered virtual workspace frees customers from liability and security risks and preserves privacy for the mobile end-user. It was founded in 2021, and is headquartered in Reston, Virginia, USA, with a workforce of 51-200 employees. Its website is http://www.hypori.com.



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