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 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 Great Point Ventures, Hypori is expanding into new commercial and regulated markets.

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About Skill Bridge

The DOW Skill Bridge 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 Skill Bridge connects transitioning service members with industry partners in real-world job experiences.

For service members, DOW Skill Bridge provides an invaluable chance to work and learn in civilian, private-sector career areas. For industry partners, DOW Skill Bridge 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 Skill Bridge 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 Skill Bridge participation. Commanders ease this military-to-civilian transition period for their members when they permit Skill Bridge 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 Skill Bridge participant will become part of the Customer Support team by assisting with Tier 1 support activities in Service Now 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 Service Now 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 Service Now 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 Service Now 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…