SkillBridge Training Program - Tier 1 Support Specialist

Summary

Hypori, Inc. is a high-growth cybersecurity SaaS company transforming how organizations think about secure mobility. The SkillBridge Training Program offers service members the opportunity to gain valuable civilian work experience by assisting with Tier 1 support activities in ServiceNow and Zendesk, while learning essential troubleshooting skills and customer communication standards.

Responsibilities

• 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)
• 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
• 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

Skills

• Ability to assist with Tier 1 support activities in ServiceNow and Zendesk
• Understanding of light AWS concepts relevant to troubleshooting
• Ability to accurately document, triage, and route issues
• Hands-on exposure to enterprise support operations
• Ability to shadow Tier 1 support staff to learn end-to-end workflows
• Ability to assist with ticket intake, categorization, and status updates in both systems
• Ability to follow documented runbooks and SOPs for common issues
• Ability to prepare clean escalations to Tier 2 with required details and artifacts
• Ability to help maintain and improve templates, checklists, and documentation under supervision
• Ability to use AWS tasks as directed
• Ability to handle guided Tier 1 tickets in ServiceNow and Zendesk
• Ability to work on low-risk tickets with a mentor's oversight
• Ability to practice full ticket lifecycle: intake → triage → update → closure
• Ability to apply proper categorization, priority, and tagging in each system
• Ability to apply standard troubleshooting and workflows with light AWS context
• Ability to document all steps taken, including any AWS checks or observations
• Ability to learn escalation and handoff practices
• Ability to prepare complete, well-structured handoffs
• Ability to use appropriate queues and assignment groups in ServiceNow/Zendesk for escalations
• Ability to own a subset of Tier 1 ticket workload
• Ability to maintain quality standards for documentation, accuracy, and responsiveness
• Ability to contribute to support documentation and training materials
• Ability to update or draft checklists, SOPs, and FAQs with mentor review
• Ability to participate in team meetings, standups, and retrospective discussions
• Ability to assist with small internal projects
• Ability to provide feedback on onboarding materials from the SkillBridge perspective
• Access to onboarding materials, SOPs, and knowledge base content
• Ongoing feedback on ServiceNow/Zendesk usage and AWS-related tasks

Qualifications

Must Haves

• Ability to assist with Tier 1 support activities in ServiceNow and Zendesk
• Understanding of light AWS concepts relevant to troubleshooting
• Ability to accurately document, triage, and route issues
• Hands-on exposure to enterprise support operations
• Ability to shadow Tier 1 support staff to learn end-to-end workflows
• Ability to assist with ticket intake, categorization, and status updates in both systems
• Ability to follow documented runbooks and SOPs for common issues
• Ability to prepare clean escalations to Tier 2 with required details and artifacts
• Ability to help maintain and improve templates, checklists, and documentation under supervision
• Ability to use AWS tasks as directed
• Ability to handle guided Tier 1 tickets in ServiceNow and Zendesk
• Ability to work on low-risk tickets with a mentor's oversight
• Ability to practice full ticket lifecycle: intake → triage → update → closure
• Ability to apply proper categorization, priority, and tagging in each system
• Ability to apply standard troubleshooting and workflows with light AWS context
• Ability to document all steps taken, including any AWS checks or observations
• Ability to learn escalation and handoff practices
• Ability to prepare complete, well-structured handoffs
• Ability to use appropriate queues and assignment groups in ServiceNow/Zendesk for escalations
• Ability to own a subset of Tier 1 ticket workload
• Ability to maintain quality standards for documentation, accuracy, and responsiveness
• Ability to contribute to support documentation and training materials
• Ability to update or draft checklists, SOPs, and FAQs with mentor review
• Ability to participate in team meetings, standups, and retrospective discussions
• Ability to assist with small internal projects
• Ability to provide feedback on onboarding materials from the SkillBridge perspective
• Access to onboarding materials, SOPs, and knowledge base content
• Ongoing feedback on ServiceNow/Zendesk usage and AWS-related tasks

Benefits

• Medical, dental, and vision insurance
• Parental leave
• Life and disability packages
• 401(k) plan with employer-matching contributions that vest starting from your first day of employment
• Performance bonus, which is primarily contingent upon company-wide performance