SkillBridge Training Program - Tier 1 Support Specialist

About the role

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

• 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
• Absorb and apply 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)

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

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
• 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

Mentorship & Support

• 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

Expected Outcomes

• 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

Tool / Platform Purpose ServiceNow Customer support contact and ticketing system Zendesk Customer support contact and ticketing system 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 derived credentials (troubleshooting) MobileConnect Secure identity key solution (troubleshooting) AWS (light) Cloud computing platform

About Us

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.

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