SkillBridge Training Program - Tier 1 Support Specialist
On-site · Austin, Texas, United States
Job Summary
SkillBridge Training Program – Tier 1 Support Specialist: Join Hypori, a cybersecurity SaaS company, as part of the SkillBridge program to support Tier 1 activities in ServiceNow and Zendesk, with exposure to light AWS concepts. Responsibilities include shadowing Tier 1 staff, handling ticket intake, categorization, and status updates, following runbooks and SOPs, preparing clean escalations to Tier 2, and contributing to documentation, templates, and knowledge base content. Training phases cover onboarding foundations, guided hands-on support, and increased ownership, culminating in independent Tier 1 ticket handling and documentation improvements. Tools include ServiceNow, Zendesk, Jira, Confluence, Splunk, and AWS (light). The program emphasizes customer communication standards, accurate triage, escalation procedures, and ongoing contribution to internal documentation and training resources; location is Austin, TX, with remote-work hashtags in the posting.
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