HYPR
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HYPR, the Identity Assurance Company, helps organizations create trust in the identity lifecycle. We are a community of bold thinkers and energetic doers who imagined a brand new approach to identity security and, at the same time, are eliminating a pervasive and persistent 60-year old problem – the password. Since being founded in 2014, the company has grown to be the premium provider of authentication security to marquee brands around the globe and are quickly becoming the recognized leader in Identity Assurance. We are looking for exceptional people with the ambition and the will to positively change the world. If that sounds like you, join us on our mission to create a passwordless world and secure the identity lifecycle.
Your Role and Impact
As a Senior Product Manager of Authenticate, you will own the vision, strategy, and product feature roadmap for HYPR Workforce solutions for enterprises. You will drive strong alignment and prioritization with engineering feature teams focused on scaling the solution to the next 500 customers. You will collaborate with product design, technical documentation, marketing, customer support, pre/post sales and to continuously improve ideas, user journeys, user stories, user experience, use cases, demos and exit criteria.
Our ideal Senior Product Manager has worked on authentication products such as multi-factor authentication, certificate-based authentication and integrations with large-scale identity platforms such as Entra, Okta, and Google for the enterprise market. You bring a solid understanding of industry standards such as OpenID Connect, SAML 2, OAUTH, OATH, FIDO 2 and design-oriented product design. To be successful, you will be communicating across a wide range of internal stakeholders, external integration partners, and global enterprise customers.
You bring strong release and NPI processes and product management lifecycle foundations while maintaining a balance of urgency and flexibility.
At HYPR, product managers build for a wide range of end user personas ranging from mobile app consumers, workforce access professionals, IT administrators, integrators, developers, and business leaders.
Requirements
- At least 9+ years of product management experience with increasing responsibility and scope
- Experience at one or more identity or security startups having seen growth through various stages of size (e.g., ex-Duo Security, ex-Okta).
- Domain knowledge and experience developing and launching mission-critical, high availability enterprise identity and/or security products within Cloud and hybrid environments is a must
- Building software-as-a-service (SaaS) solutions which enterprises participate in early beta and feedback sessions prior to release
- Data-driven, user research and customer-centric validation mindset with OKR ownership
- Not limited to New York Metro Area. Remote candidates in the U.S. may apply
- BA/BS degree or higher
Note:
H1B/Visa support is not currently available for this specific position.
HYPR is an Equal Opportunity Employer
Salary: $150,000 - $175,000 (USD)
Our salary ranges are based on paying competitively for our size and industry, and are one part of our total compensation package that also includes equity, benefits, and other opportunities at HYPR. Individual pay decisions are based on a number of factors, including location, qualifications for the role, experience level, skillset, and balancing internal equity relative to other HYPRions. We expect the majority of the candidates who are offered roles at HYPR to fall healthily throughout the range based on these factors.
As the premium provider of authentication security, HYPR is committed to preventing identity fraud by safely and accurately verifying the identities of our employees. Accordingly, all new employees are required to participate in an automated identity verification process, which includes document verification, location detection, and facial recognition, on their first day of employment with the Company. To learn more about this identity verification process, please contact peopleops@hypr.com.
HYPR is an Equal Employment Opportunity employer and will not discriminate against an applicant or employee based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other applicable legally protected characteristic under federal, state or local law.
Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state and/or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on HYPR. Please inform peopleops@hypr.com if you need assistance completing HYPR’s application process.
Ready to apply?
Apply to HYPR
HYPR, the Identity Assurance Company, helps organizations create trust in the identity lifecycle. We are a community of bold thinkers and energetic doers who imagined a brand new approach to identity security and, at the same time, are eliminating a pervasive and persistent 60-year old problem – the password. Since being founded in 2014, the company has grown to be the premium provider of authentication security to marquee brands around the globe and are quickly becoming the recognized leader in Identity Assurance. We are looking for exceptional people with the ambition and the will to positively change the world. If that sounds like you, join us on our mission to create a passwordless world and secure the identity lifecycle.
Your Role and Impact
As a Customer Support Engineer, you will be the first point of contact for HYPR customers when a support issue occurs. A strong customer centric mindset is a critical success factor for the role. You will be actively engaged with our ticketing and call center systems. You will triage and attempt to resolve customer reported issues at the first point of contact. You will help to coordinate solutions by involving appropriate support teams or internal resources and escalating when appropriate. Being an operational and process-based person, you always look for situations where customer experience could be enhanced/improved and offer recommendations to enhance/improve our customer’s experience.
Key Responsibilities
- Actively answer calls and respond to tickets during your assigned shift
- Provide Tier 1 product support for HYPR customers
- Handle incoming calls, tickets and system alerts; monitor and triage incoming requests via ticket queues
- Assist users by providing product support via HYPR’s phone and ticket systems
- Leverage internal teams to provide next level support
- Identify potential larger issues in real-time
- Keep support management updated on trending issues
- Look for potential situations in which an improvement in process efficiency or customer experience is possible
Requirements
- Must have call center experience, triage and technical troubleshooting skills
- Degree/Certification or equivalent practical experience
- Two plus years of experience working in a Support/Service/Help Desk/Call Center Role
- Ability to clearly communicate with customers while demonstrating a positive attitude, self-control and empathy all while leading to resolution of the customer’s issue
- Excellent analytical, organizational, interpersonal and teamwork skills
- Ability to adjust quickly to changing priorities and make quick decisions with available information.
- High-level triage and troubleshooting skills
- Outstanding customer service, prioritization, multitasking, communication, and leadership skills
- Ability to troubleshoot and think outside the box when needed
- Basic understanding of Windows and Mac operating Systems
- Basic understanding of networking concepts (DNS, HTTP, IP, etc)
- Ability to review mobile, computer, server logs and determine where the issue resides
- Ability to troubleshoot workstation (Windows & Mac) and mobile computing (iOS & Android) environments
- Knowledge of SaaS and cloud computing infrastructure
- Eligible to work in the US
Note:
H1B/Visa support is not currently available for this specific position.
HYPR is an Equal Opportunity Employer.
Salary: $60,000 - $75,000 (USD)
Our salary ranges are based on paying competitively for our size and industry, and are one part of our total compensation package that also includes equity, benefits, and other opportunities at HYPR. Individual pay decisions are based on a number of factors, including location, qualifications for the role, experience level, skillset, and balancing internal equity relative to other HYPRions. We expect the majority of the candidates who are offered roles at HYPR to fall healthily throughout the range based on these factors.
As the premium provider of authentication security, HYPR is committed to preventing identity fraud by safely and accurately verifying the identities of our employees. Accordingly, all new employees are required to participate in an automated identity verification process, which includes document verification, location detection, and facial recognition, on their first day of employment with the Company. To learn more about this identity verification process, please contact peopleops@hypr.com.
HYPR is an Equal Employment Opportunity employer and will not discriminate against an applicant or employee based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other applicable legally protected characteristic under federal, state or local law.
Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state and/or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on HYPR. Please inform peopleops@hypr.com if you need assistance completing HYPR’s application process.
Ready to apply?
Apply to HYPR