Customer Support Engineer - Tier 1
Company: JumpCloud®
Location: Remote (Must be located in and authorized to work in the country noted in the Job Description - Country not specified in original posting)
About JumpCloud®:
JumpCloud® is the AI-powered unified IT management platform designed to secure the modern workforce. We consolidate identity, device, and access management, providing intelligent, secure IT that scales from users to AI agents. Our platform helps organizations eliminate complexity and optimize AI risk, ensuring secure access to resources.
About the Role:
As a Customer Support Engineer - Tier 1, you will provide world-class technical support to JumpCloud’s customers via Chat, Phone, and Email. We are looking for a highly technical, self-starter driven to exceed customer expectations in a fast-paced environment. This position resolves front-line customer issues.
What You’ll Be Doing:
- Provide technical support, troubleshooting, and issue resolution via email, phone, chat, or remote web session.
- Manage a queue of support tickets for high-priority and complex technical issues.
- Reproduce issues in-house and respond to customers in a timely manner.
- Collaborate with peers, mentors, escalation engineers, and the knowledge base to provide effective solutions.
- Evaluate, identify, and escalate platform bugs and issues.
- Maintain a technical understanding of the entire JumpCloud Platform.
- Collaborate with Customer Success Managers, Account Managers, and Implementation Engineers to ensure customer success.
- Develop and maintain knowledge base articles.
- Collaborate with peers on projects to improve customer and Support Engineering operations.
We’re Looking For:
- Minimum of 3 years of experience in a technical, customer-facing position, preferably in a SaaS environment.
- Minimum of 2 years of experience working with mission-critical customer issues and escalations.
- Excellent interpersonal communication skills.
- Ability to leverage AI to enhance self-productivity and customer experience.
- Passion for learning new technologies.
- Ability to thrive in a dynamically evolving environment.
- Strong oral and written communication skills.
- A logical and analytical approach to problem-solving.
- Understanding of the following concepts:
- In-depth knowledge of the Apple platform (MDM Enrollment, DEP, Configuration Profiles, Policies, iOS management, Keychain, User Management).
- Knowledge of the Linux OS (SSH, PAM, UID/GID management, package management).
- Working knowledge of Windows OS (MDM, User Management, Registry Keys, Powershell).
- Asset Management and Software Deployment troubleshooting.
- LDAP and RADIUS technologies configuration and troubleshooting.
- Directory Services Integrations (Google Workspace, Microsoft 365, AD, Okta, HR tools).
- Single Sign On (SAML + SCIM).
- Information Security Best Practices.
- User Lifecycle Management and IAM configuration troubleshooting.
- REST APIs.
- Scripting (Bash, Powershell).
Preferred Qualifications:
- Experience working at an MSP, VAR, Reseller, or as a Support Admin in IT.
- Experience supporting and troubleshooting macOS in-depth and one or more Linux distros (Ubuntu, Debian, RHEL, or CentOS).
- Ability to work in a full-time remote environment with self-motivated productivity.
- Using MacBook as primary work device.
- Experience handling multiple chats and switching Support channels efficiently.
Shift Schedule:
Monday - Friday, 12:30 - 21:30 IST / 01:00 - 10:00 MDT
Location:
Remote within the country noted in the Job Description.
Language:
Fluent in English (speaking and writing) is required. Interviews and screening will be primarily in English.
Why JumpCloud®?
JumpCloud® is an incredible place to share and grow your expertise. We value human connection, encourage out-of-the-box thinking, and offer a voice in the organization. We are an equal opportunity employer.