Principal Customer Support Engineer, HYPR
$110-130k
Offers equity
More information about location
Passwordless multi-factor authentication platform
Open for applications
Passwordless multi-factor authentication platform
101-200 employees
Open for applications
$110-130k
Offers equity
More information about location
101-200 employees
Company mission
HYPR's mission is to provide passwordless MFA for all.
Role
Who you are
- 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
What the job involves
- 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
- 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
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 2022 Series C 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 poised 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
(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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