SkillBridge Training Program - Tier 1 Support Specialist

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 an d d ata from a ny 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. #Hypori #BI-Remote #LI-Remote