Technical Support Specialist – Tier II

Hypori Inc.; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Join a dynamic team at a forward-thinking company as a Technical Support Specialist - Tier II. In this role, you will be at the forefront of customer support, providing essential assistance to users while ensuring their access to critical data and applications. Your expertise in diagnosing software and hardware issues will be key to enhancing user experience. With opportunities to create knowledge resources and collaborate with cross-functional teams, you will play a vital role in improving operational efficiency. This position offers a competitive salary, generous benefits, and the chance to work in a collaborative environment focused on innovation and inclusivity.

Benefits

Medical insurance

Dental insurance

Vision insurance

Parental leave

Life and disability packages

401(k) plan with employer matching

Qualifications

• Must possess a DoD Top Secret Security Clearance or higher.
• Strong knowledge of computer office applications and operating systems.

Responsibilities

• Provide prompt support through email, phone, or chat.
• Create knowledge articles and customer-facing materials.
• Participate in an On Call Rotation and work various shifts.

Skills

Diagnose issues with software and hardware

Excellent communication skills

Advanced knowledge of Android

Knowledge of Azure and AWS

Command-Line ability

Analytical and troubleshooting skills

Education

Bachelor's degree in Computer Science

Information Assurance Technical (IAT) Level 2 certification

Tools

Help desk software

Remote-access systems

Job description

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.

Position Overview:

Hypori is seeking a driven and skilled Technical Support Specialist - Tier II to join our team. This role involves providing fast and effective support to customers, responding to queries through the customer support system via phone, email, or chat, diagnosing issues, implementing solutions, and assisting with basic end user training. Technical Support Specialists will contribute to the creation of knowledge articles, training manuals, and customer-facing materials, draft customer communication and provide support through various channels.

To ensure success in this role, you must have advanced knowledge of computer software and hardware systems, excellent diagnostic skills, high-level communication skills, and a solid understanding of Android, Azure, and AWS (Amazon Web Services) platforms. This position also requires DoD Top Secret Security Clearance or higher.

Responsibilities:

• Respond to client support queries and provide prompt support through various communication channels (email, phone, or chat).
• Diagnose issues with computer software and hardware.
• Use software diagnostic tools to identify problems.
• Guide clients through basic troubleshooting and problem-solving processes.
• Provide basic end user training.
• Create knowledge articles, training manuals, and customer-facing materials.
• Draft written customer communication and respond to internal support channels.
• Complete support tickets.
• Participate in an On Call Rotation and potentially work various shifts and weekends.
• Make recommendations to improve operational efficiency.

Qualifications:

• Must possess a DoD Top Secret Security Clearance or higher
• Must be eligible to obtain a DoD Security Clearance with a Single Scope Background Investigation.
• Must have an Information Assurance Technical (IAT) Level 2 (i.e., CCNA Security, CySA+, GICSP, GSEC, Security+, CND, SSCP) certification or higher.
• Bachelor’s degree in computer science, information technology, or a related field, or an equivalent combination of education and experience.
• Strong knowledge of computer office applications and operating systems, with a preference for Linux, Android, and cloud solutions.
• Command-Line ability, including familiarity with pipes, redirects, regular expressions, and basic shell scripting for task automation.
• File System Management: the ability to create, change, and delete files and directories, understand Linux file permissions and ownership, and navigate the file system efficiently.
• User and Group Management: create and manage user accounts, assign user groups, manage permissions, and set up and use elevated privileges.
• Excellent analytical, troubleshooting, and deductive reasoning skills, with the ability to troubleshoot complex hardware and software issues.
• Advanced knowledge of help desk software and remote-access systems.
• Excellent communication and organizational skills, with the ability to work in a busy environment and meet goals.
• Strong ownership and bias for action.

Preferred Qualifications:

• Secret or higher security clearance.
• 3+ years of experience working as a Technical Support Specialist.
• Experience working in a SaaS environment and knowledge of MDM (Mobile Device Management).
• Ability to work effectively with cross-functional teams, including engineers and project managers, and independently.

Pay Range:

$65,000 - $90,000 USD

About Us

Hypori Inc. provides a generous benefits package for full-time employees that includes medical, dental, and vision insurance, parental leave, and life and disability packages. We also invest in our employees' futures by providing a 401(k) plan with employer-matching contributions that vest starting from your first day of employment.In addition to the base compensation, Hypori also offer a performance bonus, which is primarily contingent upon company-wide performance.We are dedicated to investing in the tools and skills required to be strong, collaborative colleagues and people managers to help build and retain a strong workforce.

Hypori is an Equal Employment and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, veteran status, or any other characteristic protected by law.

At Hypori, we are committed to creating and promoting an inclusive workplace that embraces differences and perspectives – making us a stronger, more successful company. In doing so, we are committed to providing reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application or hiring process should contact [e-mail] for assistance.

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