JumpCloud is hiring a
Tier 2 Customer Support Engineer, Remote - Mexico
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Summary
The job is for a Technical Support Engineer - Tier 2 at JumpCloud®. The role involves providing world-class technical support to customers via various channels, managing high priority issues, collaborating with teams, maintaining technical understanding of the platform, and developing internal knowledge base articles.
Requirements
- Minimum of 5-7 years of system administrator experience in a technical, customer-facing position, preferably in a SaaS environment
- Minimum of 5 years of experience working with mission critical customer issues and customer and technical escalations
- Proficient level of oral and written English communication skills (This role provides phone and chat support to external customers)
- In-depth knowledge of the Windows platform - Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience
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)
- Full-time remote working and self-motivated productivity
- Using macOS hardware as your primary work-device
Benefits
- Health insurance
- Retirement benefits
- Paid time off
- Remote work, flexible hours
- Life and disability insurance
- Bonuses and incentives
- Professional development opportunities
- Wellness programs
- Family and parental leave
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