Hypercare Support Specialist
Job Title: Hypercare Support Specialist Key Skills: Microsoft Entra ID, Microsoft Authenticator, MFA, Passkeys, FIDO2, ServiceNow, Identity & Access Management, Troubleshooting, Authentication Support Experience: +3 YOE. Location: Costa Rica Mode: Remote We at Coforge are hiring Hypercare Support Specialist (#21363) with the following skill set.
Key Responsibilities
Provide real-time user support during and after the rollout of phishing-resistant authentication solutions, assisting with device registration in Microsoft Entra ID and passkey setup using Microsoft Authenticator. Troubleshoot authentication, enrollment, and registration issues across Windows, iOS, and Android platforms, including device onboarding, authentication prompts, and security key issues. Handle incidents and service requests through ServiceNow while documenting resolutions, known issues, FAQs, and knowledge base articles to support hypercare activities. Collaborate with project teams, Identity & Access Management, endpoint management, and security stakeholders to improve rollout outcomes, track issue trends, and support hypercare reporting. Required Skills & Qualifications Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, Engineering, or equivalent practical experience. 3+ years of experience in technical support, identity management support, IT operations, or hypercare environments. Strong understanding of Microsoft Entra ID (formerly Azure Active Directory), authentication, and authorization concepts. Knowledge of device registration models including Entra Registered, Entra Joined, and Hybrid Joined environments. Hands-on experience supporting Microsoft Authenticator app setup and troubleshooting across iOS and Android platforms. Understanding of MFA concepts, passwordless authentication, passkeys, and FIDO2 authentication concepts. Experience troubleshooting authentication issues, onboarding errors, registration failures, and user-level security prompts. Familiarity with Windows 10/11 onboarding, browser authentication flows (Edge, Chrome, Safari), and mobile device basics. Experience handling incidents, requests, or ticket management using ServiceNow or similar ITSM tools. Strong analytical, troubleshooting, communication, and end-user support skills with the ability to explain technical concepts to non-technical users. Preferred Skills: Experience supporting identity rollouts, security transformation projects, or enterprise authentication migrations. Basic understanding of Conditional Access policies and Intune / Endpoint Management. Previous experience providing hypercare, rollout support, or post-deployment user assistance. Experience documenting KB articles, FAQs, troubleshooting guides, and support documentation. Posted On: 20-05-2026 At Coforge, we hire professionals based solely on their skills and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.