Software Support & Implementation Specialist
About The Position
Imagine joining an industry leader that is shaping the future of mission critical data center infrastructure and manufacturing marketplace development while furthering your career in the Software & Implementation Support within Electrical and Mechanical Engineering, Technical and Manufacturing industry. Summary The Support & Implementation Specialist plays a hands-on role in delivering successful product implementations and high-quality technical support for internal teams, partners, and customers. This position supports product releases, develops and maintains playbooks and training materials, and serves as a key resource for troubleshooting and end-user enablement. Working closely with Product, Operations, and Engineering, this role helps ensure smooth launches, clear documentation, and a strong support experience across hardware, software, and networking environments.
Requirements
- 3–5 years of experience in technical support, implementation, or training, ideally in a software or technology-enabled environment.
- Strong understanding of hardware, software, and networking troubleshooting concepts; ability to interpret logs and diagnose issues.
- Experience creating and maintaining training materials, user guides, and support documentation.
- Excellent communication and presentation skills, with the ability to explain technical concepts to both technical and non-technical audiences.
- Strong organizational and task-management skills; comfortable managing multiple priorities and deadlines.
- Willingness to travel up to 50% for on-site implementations, training, and partner support.
- Adaptable, solution-oriented, and comfortable working in a fast-paced, evolving environment.
Nice To Haves
- Experience supporting manufacturing, logistics, or shipping platforms.
- Hands-on end-user hardware and software support experience.
- Familiarity with troubleshooting tools and logs (e.g., Chrome Developer Tools, Sentry, PostHog).
- Experience working with ERP or enterprise systems (e.g., NetSuite, SAP, Oracle).
- Proficiency with Microsoft Office (Excel, PowerPoint, Word).
Responsibilities
- Coordinate product implementations and provide day-to-day support for internal teams, partners, and customers.
- Develop, maintain, and improve release playbooks, onboarding materials, and support documentation.
- Create and deliver training for internal teams, partners, and end users, including on-site support as needed.
- Collaborate with Product and cross-functional stakeholders to align support processes with the product roadmap and release timelines.
- Serve as a primary point of contact for end-user issues, troubleshooting hardware (tablets, printers), networking, and software problems.
- Investigate support trends and recommend process improvements to enhance efficiency and customer experience.
- Assist with release readiness activities, including documentation, training coordination, and support framework setup.
Benefits
- In addition to competitive compensation and comprehensive benefits, including employer-paid medical, dental, and vision coverage, and a 401(k) with company match, Hyper offers clear opportunities for professional growth and development as the company continues to scale.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
