SkillBridge Training Program - Tier 1 Support Specialist

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

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

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

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

ServiceNow

Customer support contact and ticketing system

Zendesk

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

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 people@hypori.com for assistance.

#Hypori

#BI-Remote

#LI-Remote