Software Support & Implementation Specialist

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.

Key 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.

• 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.

Preferred

• 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, Post Hog).
• Experience working with ERP or enterprise systems (e.g., Net Suite, SAP, Oracle).
• Proficiency with Microsoft Office (Excel, PowerPoint, Word).

Why Hyper?

At Hyper, you won't just support a product, you'll help shape how it is launched, adopted, and experienced by customers. You'll work cross-functionally with Product, Engineering, Operations, and partners, gaining broad exposure to the full product lifecycle while continuing to build deep technical and customer-facing skills.

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.

Location

Onsite in Richmond, VA, or remote depending on candidate location and business needs.

Compensation

The anticipated starting salary range for this role is $75,000 - $90,000 per year. Actual salary varies due to factors that may include but not limited to relevant experience, skills, certifications and location. This hire will be eligible for discretionary bonus or incentive compensation. Variable compensation may depend on various factors, such as individual and organizational performance.

Hyper Solutions is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other protected status under applicable laws.

All applications will be used exclusively for selection purposes and handled confidentially by authorized personnel only. Your application may also be considered for other suitable positions within Hyper Solutions, Inc.

Please note that Hyper Solutions is currently unable to offer visa sponsorship, and applicants must be authorized to work in the U.S. without the need for sponsorship now or in the future.

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