Tier 2 Customer Support Engineer

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