Job Description
Hypori, Inc. is a high-growth cybersecurity SaaS company transforming how organizations think about secure mobility. Our virtual workspace platform enables users to access enterprise apps and data from any mobile device—with zero data on the endpoint and total personal privacy. Backed by $55M in funding from investors including UBS, AE Industrial Partners, Hale Capital Partners, and GreatPoint Ventures, Hypori is expanding into new commercial and regulated markets. Learn more at hypori.com.
About SkillBridge
The DOW SkillBridge program is an opportunity for service members to gain valuable civilian work experience through specific industry training, apprenticeships, or internships during the last 180 days of service (or as DOW determines). DOW SkillBridge connects transitioning service members with industry partners in real-world job experiences.
For service members, DOW SkillBridge provides an invaluable chance to work and learn in civilian, private-sector career areas. For industry partners, DOW SkillBridge is an opportunity to access and leverage the world’s most highly trained and motivated workforce at no direct cost. Service members participating in DOW SkillBridge programs continue receiving their military compensation and benefits, while industry partners provide industry exposure, civilian training, and work experience.
Installation and unit commanders who have members about to transition from active duty, bridge the gap between their service members’ end of service and the beginning of their civilian careers with the DOW SkillBridge participation. Commanders ease this military-to-civilian transition period for their members when they permit SkillBridge participation with trusted employers.
Service members can be granted up to 180 days of permissive duty to focus solely on training full-time with approved industry partners after their chain of command, field grade commander, provides written authorization and approval. These industry partners offer real-world training and in-demand work experience while having the opportunity to evaluate the service member’s suitability for future employment.
Position Overview
The SkillBridge participant will become part of the Customer Support team by assisting with Tier 1 support activities in ServiceNow and Zendesk, learning light AWS concepts relevant to troubleshooting, and helping ensure issues are accurately documented, triaged, and routed. This role provides hands-on exposure to enterprise support operations, escalation of workflows, and customer communication standards.
Training Objectives
By the end of the program, the participant will:
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 (e.g., basic console navigation, checking service health, understanding environments)
Contribute to support documentation, checklists, and knowledge base content
Key Responsibilities / Activities
Shadow Tier 1 support staff to learn end‑to‑end workflows in ServiceNow and Zendesk
Assist with ticket intake, categorization, and status updates in both systems
Follow documented runbooks and SOPs for common issues
Prepare clean escalations to Tier 2 (with required details and artifacts)
Help maintain and improve templates, checklists, and documentation under supervision
Use AWS tasks as directed (e.g., checking dashboards, confirming environment status, pulling basic information needed for troubleshooting)
Training Timeline
Phase 1: Onboarding & Foundations (Weeks 1–3)
Introduction to the company, products, and customer types
Overview of support team structure, roles, and expectations
Training on ServiceNow and Zendesk basics:
Logging in, navigation, searching, and viewing tickets
Ticket fields, priorities, and standard statuses
Overview of environments and light AWS usage for Support:
High‑level view of environments (e.g., prod vs non‑prod)
Where Support may reference AWS data (dashboards/status)
Shadowing Tier 1 support during live work to see processes in action
Phase 2: Guided Hands-On Support (Weeks 4–12)
Handle guided Tier 1 tickets in ServiceNow and Zendesk
Work on low‑risk tickets with a mentor’s oversight
Practice full ticket lifecycle: intake → triage → update → closure
Apply proper categorization, priority, and tagging in each system
Apply standard troubleshooting and workflows with light AWS context
Use runbooks, SOPs, and KB articles to resolve common issues
When directed, perform light AWS checks (e.g., confirm service/instance status, review basic logs or dashboards)
Document all steps taken, including any AWS checks or observations
Learn escalation and handoff practices
Identify when issues must be escalated to Tier 2/engineering
Prepare complete, well‑structured handoffs:
Reproduction steps
Screenshots/logs or relevant details
Customer impact and urgency
Use appropriate queues and assignment groups in ServiceNow/Zendesk for escalations
Phase 3: Increased Ownership & Process Contribution (Weeks 12+)
Own a subset of Tier 1 ticket workload
Independently work defined ticket types in ServiceNow and Zendesk
Maintain quality standards for documentation, accuracy, and responsiveness
Use light AWS checks appropriately and only within documented procedures
Contribute to support documentation and training materials
Update or draft checklists, SOPs, and FAQs with mentor review
Help improve internal documentation on:
Common ServiceNow/Zendesk workflows
Where and how Support uses light AWS information
Suggest improvements to templates and ticket fields based on real use
Support team operations and coordination
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)
Provide feedback on onboarding materials from the SkillBridge perspective
Mentorship & Support
Assigned mentor within the Support team
Regular 1:1 check‑ins and progress reviews
Access to onboarding materials, SOPs, and knowledge base content
Ongoing feedback on ServiceNow/Zendesk usage and AWS‑related tasks
Expected Outcomes
By the conclusion of the SkillBridge program, the participant will be able to:
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
Tools & Systems
Tool / Platform
Purpose
ServiceNow
Customer support contact and ticketing system
Zendesk
Customer support contact and ticketing system
Jira
Product support ticketing system
Confluence
Collaboration and knowledge management system
Splunk
Central repository for logs, metrics, and data from apps, servers, and devices (data/log manipulation)
Purebred
Secure mobile derivedcredentials (troubleshooting)
MobileConnect
Secure identity key solution (troubleshooting)
AWS (light)
Cloud computing platform
About Us
Hypori Inc. provides a generous benefits package for full-time employees that includes medical, dental, and vision insurance, parental leave, and life and disability packages. We also invest in our employees’ futures by providing a 401(k) plan with employer-matching contributions that vest starting from your first day of employment. In addition to the base compensation, Hypori also offers a performance bonus, which is primarily contingent upon company-wide performance. We are dedicated to investing in the tools and skills required to be strong, collaborative colleagues and people managers to help build and retain a strong workforce.
Hypori is an Equal Employment and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex,sexual orientation, gender identity, national origin, age, genetic information, disability, veteran status, or any other characteristic protected by law.
At Hypori, we are committed to creating and promoting an inclusive workplace that embraces differences and perspectives – making us a stronger, more successful company. In doing so, we are committed to providing reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application or hiring process should contact [email protected] for assistance.
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