Hypori
cybersecurity SaaS
SkillBridgeTrainingProgramTier1SupportSpecialist
“SkillBridge Training Program - Tier 1 Support Specialist at Hypori. Skills: Tier 1 support, ServiceNow, Zendesk, AWS troubleshooting. Assisting with Tier 1 support activities in ServiceNow and Zendesk. Learning light AWS concepts relevant to troubleshooting”
What You'll Achieve.
Understand our products at a Tier 1 support level; Be able to intake, document, and triage support requests in ServiceNow and Zendesk; Learn how and when to escalate issues to Tier 2/engineering; Become comfortable with light AWS concepts used in support; Contribute to support documentation, checklists, and knowledge base content; Independently handle Tier 1 support tasks in ServiceNow and Zendesk within the agreed upon scope; Correctly document and triage issues, using appropriate fields, priorities, and statuses in both systems; Follow established workflows for troubleshooting, escalation, and communication, including the use of light AWS checks where documented; Contribute to improving documentation, checklists, and internal training resources related to ServiceNow, Zendesk, and basic AWS-aware troubleshooting
Industry & Context.
Troubleshooting
SkillBridge participant, Service members to gain valuable civilian work experience, Last 180 days of service (or as DOW determines), Permissive duty up to 180 days, Written authorization and approval from chain of command/field grade commander
What They're Looking For.
Must Have
Tier 1 support activities in ServiceNow and Zendesk, light AWS concepts relevant to troubleshooting, accurately documented, triaged, and routed issues, enterprise support operations, escalation of workflows, customer communication standards
Nice to Have
Experience with AWS (e.g. basic console navigation, checking service health, understanding environments)
What You'll Do.
Assisting with Tier 1 support activities in ServiceNow and Zendesk
Learning light AWS concepts relevant to troubleshooting
Helping ensure issues are accurately documented
Shadowing Tier 1 support staff to learn end‑to‑end workflows in ServiceNow and Zendesk
Assisting with ticket intake
and status updates in both systems
Following documented runbooks and SOPs for common issues
Preparing clean escalations to Tier 2 (with required details and artifacts)
Maintaining and improving templates
and documentation under supervision
Using AWS tasks as directed (e.g.
confirming environment status
pulling basic information needed for troubleshooting)
How You'll Work.
Team & Collaboration
Participate in team meetings, standups, and retrospective discussions; Assist with small internal projects (e.g., organizing ServiceNow/Zendesk views, ensuring documentation is linked in tickets)
Communication Scope
Customer communication standards
Applying for this SkillBridge Training Program - Tier 1 Support Specialist role?
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