JumpCloud is hiring a
Tier 1 Customer Support Engineer

Summary

The job is for a Technical Support Engineer - Tier 1 at JumpCloud®. The role involves providing technical support, managing high priority issues, collaborating with various teams, and maintaining a technical understanding of the entire platform. The ideal candidate should have relevant experience in a SaaS environment and be able to work specific shift schedules.

Requirements

• Inspired technology professionals who love the challenge of supporting our customers and internal teams to ensure the successful adoption, usage, and integration of our Cloud Directory Platform
• Minimum of 1 year experience in a technical, customer-facing position, preferably in a SaaS environment
• Minimum of 1 year experience working with mission critical customer issues and customer and technical escalations
• Excellent interpersonal communication
• Passion for learning new technologies and understanding how to utilize them in a customer-facing environment
• Ability to thrive in a rapidly changing environment
• Strong oral and written communication skills
• A logical approach to problem solving
• Basic understand of several of the following concepts: macOS platform- FileVault, Keychain, Apple Mobile Device Management (MDM) + DEP, and overall system management. Directory Services (Active Directory, G Suite, Okta, LDAP), iOS Management, REST APIs, Scripting, User onboarding and offboarding, Information security best practices

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, 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. Duration - 1 week intervals. Duties include monitoring of status updates and external customer responses to incoming cases during outage

Benefits

JumpCloud® is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description