JumpCloud is hiring a
Tier 1 Customer Support Engineer

Summary

Join JumpCloud as a Technical Support Engineer - Tier 1 and provide world-class technical support to customers via various channels. Resolve high-priority issues, collaborate with teams, and maintain a technical understanding of the entire JumpCloud Platform.

Requirements

• 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

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

Benefits

Remote work