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 an d d ata  from a ny 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 GreatPoint Ventures, Hypori is expanding into new commercial and regulated markets. Learn more at hypori.com.     About SkillBridge The DOW SkillBridge 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 SkillBridge connects transitioning service members with industry partners in real-world job experiences. For service members, DOW SkillBridge provides an invaluable chance to work and learn in civilian, private-sector career areas. For industry partners, DOW SkillBridge 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 SkillBridge 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 SkillBridge participation. Commanders ease this military-to-civilian transition period for their members when they permit SkillBridge 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 SkillBridge participant will become part of the Customer Support team by assisting with Tier 1 support activities in ServiceNow 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 ServiceNow 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 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) 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 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   Phase 2: Guided Hands-On Support (Weeks 4–12)   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   Phase 3: Increased Ownership & Process Contribution (Weeks 12+)   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