Remote Tier 2 Customer Support Engineer

Summary

Join JumpCloud® as a Technical Support Engineer - Tier 2 and provide world-class technical support to customers. Collaborate with various teams, maintain a technical understanding of the entire platform, and develop internal knowledge base articles.

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 skills
• Deep understanding of Single Sign-On technologies (SAML, SCIM, OIDC)
• Thorough knowledge of the SSO authentication process, terms and commonly used fields
• Ability to create and troubleshoot SSO integrations between Identity Providers (IdPs) and Service Providers (SPs)
• Understanding of how attributes, roles, and permissions are translated from IdP to SP for both SSO and (SCIM) provisioning
• Ability to understand and analyze HAR files
• Knowledge of debugging a SAML response from an SP
• Understanding of the OAuth 2.0 protocol and how it is used for OIDC SSO authentication
• Ability to work directly with SPs on troubleshooting SSO and SCIM integrations
• Comfortable doing live troubleshooting sessions with customers
• Understanding of API and RESTful services
• Thorough knowledge of the API protocols and commonly used tools
• Ability to run API calls via the command line or using tools like Postman
• Ability to read and understand API documentation
• Understanding of API authentication methods
• Willingness to perform research into integrated products
• Strong oral and written communication skills in English
• Understanding of user onboarding and off-boarding practices
• Understanding of 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
• 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 Customer Success Managers 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

• Previous experience supporting customers across multiple support channels such as phone, chat, and email
• 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
• Non-Windows Directory Services (G Suite, AWS, LDAP)
• Networking & Authentication (RADIUS)
• REST APIs
• Scripting(Powershell, CMD, BASH)

Benefits

• Full-time remote working and self-motivated productivity
• Familiarity with the macOS as it will be your company supplied device