Technical Support Specialist – Tier 1 at Hypori in Remote

Summary: Hypori Inc. is a leading provider of SaaS cybersecurity solutions, transforming secure mobility for government and commercial customers. They are looking for a tech-savvy Customer Support Specialist-Tier 1 responsible for providing technical assistance with computer systems and software, including troubleshooting and resolving customer inquiries. 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 Required Qualifications: - 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 Preferred Qualifications: - AWS, Linux, Android, and cloud solutions preferred Required Skills: IAT Level II certification, AWS, Android Important Skills: Linux, Cloud solutions Nice-to-Have Skills: Analytical skills, Customer service skills, Openness to learning, Team-working skills Benefits: Medical, dental, and vision insurance, Parental leave, Life and disability packages, 401(k) plan with employer-matching contributions