Back to jobs

Principal Customer Support Engineer

Remote - US Based Only

HYPR, the Identity Assurance Company, helps organizations create trust in the identity lifecycle.  We are a community of bold thinkers and energetic doers who imagined a brand new approach to identity security and, at the same time, are eliminating a pervasive and persistent 60-year old problem – the password. Since being founded in 2014, the company has grown to be the premium provider of authentication security to marquee brands around the globe and are quickly becoming the recognized leader in Identity Assurance. We are looking for exceptional people with the ambition and the will to positively change the world. If that sounds like you, join us on our mission to create a passwordless world and secure the identity lifecycle.

Your Role and Impact 

As a Principal Customer Support Engineer, you will be the ultimate point of contact and resolution for complex technical issues reported by HYPR customers. Your deep technical knowledge, strong problem-solving skills, and commitment to outstanding customer service are vital for this role. You will interact closely with our ticketing system to handle escalated customer issues, and coordinate cross-departmental resources to resolve complex technical challenges.

Key Responsibilities 

  • Act as the final escalation point for customer-submitted issues that cannot be resolved by Support Engineers/Agents.
  • Provide advanced product support for HYPR customers, including troubleshooting complex technical issues and coordinating with internal teams to achieve resolution.
  • Analyze Security Information and Event Management (SIEM) tools to perform deep root cause analysis.
  • Identify patterns in support issues to proactively address potential widespread problems.
  • Engage closely with the product and engineering teams to improve the product based on customer feedback.
  • Look for potential situations in which an improvement in process efficiency or customer experience is possible and make data-informed recommendations.
  • Ensure service level agreements are met for all escalated tickets.
  • Train and Mentor Support Engineers/Agents.
  • Participate in cross functional teams.

Requirements

  • Significant experience in a senior technical support or system administration role, preferably in a SaaS and/or cybersecurity environment.
  • Excellent problem-solving skills, with the ability to troubleshoot complex system issues and collaborate with different teams to find a solution.
  • Strong Knowledge of Identity and Access Management (IAM) technologies such as SAML, OpenID Connect, and Identity Providers. 
  • Knowledge of Windows and Mac operating systems, networking concepts (DNS, HTTP, IP, VPN, etc), Active Directory and Active Directory Certificate Services.
  • Ability to troubleshoot complex workstation (Windows & Mac) and mobile computing (iOS & Android) environments.
  • Excellent communication skills, with the ability to articulate technical concepts to a diverse audience.
  • Strong organizational, interpersonal, and teamwork skills.
  • Willingness to provide on-call support via scheduled rotation.

The Benefits of Working with HYPR

  • Competitive Salary & Equity offer with significant upside as we scale
  • Great Medical/Dental/Vision coverage, as well as FSA/HSA, 401k available and more
  • Generous equipment budget and customized workstation. You will have what you need to be successful
  • Long-Term stability within a high-growth sector within identity access automation
  • A mission driven culture. At HYPR you will never be spinning your wheels on tasks that won’t make an impact. Everything we develop is cutting edge and vital to the success and security of our clients

Additional Information

  • H1B/Visa support is not available for this position
  • HYPR is an Equal Opportunity Employer

Base Salary: $110,000 - $130,000 (USD)

Our salary ranges are based on paying competitively for our size and industry, and are one part of our total compensation package that also includes equity, benefits, and other opportunities at HYPR. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to other HYPRions. We expect the majority of the candidates who are offered roles at HYPR to fall healthily throughout the range based on these factors. 

As the premium provider of authentication security, HYPR is committed to preventing identity fraud by safely and accurately verifying the identities of our employees. Accordingly, all new employees are required to participate in an automated identity verification process, which includes document verification, location detection, and facial recognition, on their first day of employment with the Company.  To learn more about this identity verification process,  please contact peopleops@hypr.com.

HYPR is an Equal Employment Opportunity employer and will not discriminate against an applicant or employee based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other applicable legally protected characteristic under federal, state or local law. 

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state and/or local laws.  A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on HYPR. Please inform peopleops@hypr.com if you need assistance completing HYPR’s application process

 

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in HYPR’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.