Customer Support Engineer, Tier 2

Summary

Join JumpCloud® as a Technical Support Engineer - Tier 2 and provide world-class technical support to our customers. You will resolve high-priority and mission-critical issues in a fast-paced environment, collaborating with various teams. This remote position requires at least 5 years of experience in a technical, customer-facing role, preferably in SaaS, and a strong understanding of Windows and Active Directory platforms. You will manage support tickets, troubleshoot issues, and collaborate with colleagues to deliver effective solutions. The role involves on-call rotation and requires excellent communication and problem-solving skills. JumpCloud offers a supportive and collaborative work environment.

Requirements

• Minimum of 5 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 customer and technical escalations
• Excellent interpersonal communication
• In-depth knowledge of the Windows platform - Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience
• Understanding of the Active Directory platform - Domain Forests, GPOs, Azure Active Directory (AAD), User/Group Management
• Strong oral and written communication skills
• Experience with configuring & troubleshooting Single Sign-on (SAML+ SCIM)
• Understanding of user onboarding and offboarding practices
• Understanding of Information security best practices
• Passion for learning new technologies
• Enthusiasm for collaborative working
• Ability to thrive in a rapidly changing environment

Responsibilities

• Provide technical support, troubleshooting and issue resolution to our customers via email, telephone, 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, escalation points, mentors, our knowledge base, community forums and other internal tools to provide the most effective, world-class solutions for our customers
• Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date
• Maintain a technical understanding of the entire JumpCloud Platform
• Collaborate with Account Manager and Implementation Engineers to ensure the success of our new customers as they transition into the day to day use of our product
• Develop and maintain internal knowledge base articles to increase shared knowledge among the entire support engineering team
• Collaborate with peers on projects aimed at improving the customer and support engineer experiences
• On-call rotation required. Duties include monitoring of status updates and external customer responses to incoming cases during outage

Preferred Qualifications

• Providing live chat to technical customers & technology stakeholders
• Non-Windows Directory Services (G Suite, AWS, LDAP)
• Networking & Authentication (RADIUS)
• REST APIs
• Scripting(Powershell, CMD, BASH)
• Using AI to enhance your productivity
• AI Prompt Engineering skills
• Full-time remote working and self-motivated productivity
• Using macOS hardware as your primary work-device

Benefits

Remote work, flexible hours