Hypercare Support Specialist

Job Description

Job Title: Hypercare Support Specialist

Key Skills: Microsoft Entra ID, Microsoft Authenticator, MFA, Passkeys, FIDO2, ServiceNow, Identity & Access Management, Troubleshooting, Authentication Support

Experience: +3 YOE.

Location: Costa Rica

Mode: Remote

We at Coforge are hiring Hypercare Support Specialist (#21363) with the following skill set.

Key Responsibilities

• Provide real-time user support during and after the rollout of phishing-resistant authentication solutions, assisting with device registration in Microsoft Entra ID and passkey setup using Microsoft Authenticator.
• Troubleshoot authentication, enrollment, and registration issues across Windows, iOS, and Android platforms, including device onboarding, authentication prompts, and security key issues.
• Handle incidents and service requests through ServiceNow while documenting resolutions, known issues, FAQs, and knowledge base articles to support hypercare activities.
• Collaborate with project teams, Identity & Access Management, endpoint management, and security stakeholders to improve rollout outcomes, track issue trends, and support hypercare reporting.

Required Skills & Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, Engineering, or equivalent practical experience.
• 3+ years of experience in technical support, identity management support, IT operations, or hypercare environments.
• Strong understanding of Microsoft Entra ID (formerly Azure Active Directory), authentication, and authorization concepts.
• Knowledge of device registration models including Entra Registered, Entra Joined, and Hybrid Joined environments.
• Hands-on experience supporting Microsoft Authenticator app setup and troubleshooting across iOS and Android platforms.
• Understanding of MFA concepts, passwordless authentication, passkeys, and FIDO2 authentication concepts.
• Experience troubleshooting authentication issues, onboarding errors, registration failures, and user-level security prompts.
• Familiarity with Windows ¹⁰⁄₁₁ onboarding, browser authentication flows (Edge, Chrome, Safari), and mobile device basics.
• Experience handling incidents, requests, or ticket management using ServiceNow or similar ITSM tools.
• Strong analytical, troubleshooting, communication, and end-user support skills with the ability to explain technical concepts to non-technical users.

Preferred Skills:

• Experience supporting identity rollouts, security transformation projects, or enterprise authentication migrations.
• Basic understanding of Conditional Access policies and Intune / Endpoint Management.
• Previous experience providing hypercare, rollout support, or post-deployment user assistance.
• Experience documenting KB articles, FAQs, troubleshooting guides, and support documentation.

Posted On: 20-05-2026

At Coforge, we hire professionals based solely on their skills and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.