Never Trust, Always Verify - Hypori Halo Zero Trust BYOD
Technical Support Specialist
Location
United States
Posted
2 days ago
Salary
$55K - $65K / year
No structured requirement data.
Job Description
Role Description
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.
- 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.
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.
Requirements
- Pay range: $55,000 - $65,000 USD + 10% Bonus
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, primarily contingent upon company-wide performance.
Job 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.
- Pay range: $55,000 - $65,000 USD + 10% Bonus
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, primarily contingent upon company-wide performance.
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