Customer Support Engineer, HYPR
$60-75k
More information about location
Passwordless multi-factor authentication platform
Open for applications
Passwordless multi-factor authentication platform
101-200 employees
Open for applications
$60-75k
More information about location
101-200 employees
Company mission
HYPR's mission is to provide passwordless MFA for all.
Role
Who you are
- A strong customer centric mindset is a critical success factor for the role
- Must have call center experience, triage and technical troubleshooting skills
- Degree/Certification or equivalent practical experience
- Two plus years of experience working in a Support/Service/Help Desk/Call Center Role
- Ability to clearly communicate with customers while demonstrating a positive attitude, self-control and empathy all while leading to resolution of the customer’s issue
- Excellent analytical, organizational, interpersonal and teamwork skills
- Ability to adjust quickly to changing priorities and make quick decisions with available information
- High-level triage and troubleshooting skills
- Outstanding customer service, prioritization, multitasking, communication, and leadership skills
- Ability to troubleshoot and think outside the box when needed
- Basic understanding of Windows and Mac operating Systems
- Basic understanding of networking concepts (DNS, HTTP, IP, etc)
- Ability to review mobile, computer, server logs and determine where the issue resides
- Ability to troubleshoot workstation (Windows & Mac) and mobile computing (iOS & Android) environments
- Knowledge of SaaS and cloud computing infrastructure
- Eligible to work in the US
What the job involves
- As a Product Support Specialist, you will be the first point of contact for HYPR customers when a support issue occurs
- You will be actively engaged with our ticketing and call center systems
- You will triage and attempt to resolve customer reported issues at the first point of contact
- You will help to coordinate solutions by involving appropriate support teams or internal resources and escalating when appropriate
- Being an operational and process-based person, you always look for situations where customer experience could be enhanced/improved and offer recommendations to enhance/improve our customer’s experience
- Actively answer calls and respond to tickets during your assigned shift
- Provide Tier 1 product support for HYPR customers
- Handle incoming calls, tickets and system alerts; monitor and triage incoming requests via ticket queues
- Assist users by providing product support via HYPR’s phone and ticket systems
- Leverage internal teams to provide next level support
- Identify potential larger issues in real-time
- Keep support management updated on trending issues
- Look for potential situations in which an improvement in process efficiency or customer experience is possible
Our take
Hackers can devastate companies of any size, and passwords are a prime target for these criminals. There has been a significant rise in cyberattacks based on password hacks in recent years, so the necessity for passwordless security has never been greater.
HYPR offers its customers a solution to this threat by providing passwordless authentication. By eliminating passwords, organizations decrease the risk of a cyber-attack, increase positive user experience, and lower operational costs. HYPR's platform reduces account takeover fraud by almost 99%, leading to a ROI of over 300% due to the prevention of expensive leaks and hacks.
Cybersecurity is projected to be a $300 billion industry by 2030. HYPR positions itself strongly against competitors in the market, such as Duo Security and LastPass, by using a decentralized approach. This results in hackers being forced to go device to device to device, rather than attacking millions of accounts in one swoop.
HYPR has raised a significant amount of investment, most recently in a 2024 Growth VC round. This infusion of cash will help to expand the company's go to market strategy and accelerate its research and development. Having already established itself as a leader in passwordless authentication, with 2 of the US's largest banks among its customers and over 1 billion individual users, it is well-positioned to capture a growing share of the enterprise cybersecurity market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-2% employee growth in 12 months
Company
Company benefits
- Medical, Dental, and Vision
- Flexible Vacation
- Paid Parental Leave
- Flexible Work Schedule
- Company Lunch
- Team Activities
- Wellness Days & Summer Fridays
- Home Office Stipend
- Training & Development
- WFH Opportunities
Company HQ
Garment District, New York, NY
Leadership
Roman Kadinsky
(Co-Founder, President & Chief Operating Officer)Received a BBA in Finance from Baruch College. Joined FXCM as a Research Intern, before moving to Goldman Sachs in 2010 to work in its IMD Market Risk Analysis division. Moved to the Finance & Strategy team in 2014.
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