Tier 2 Customer Support Engineer

Summary

Join JumpCloud® as a Tier 2 Customer Support Engineer and contribute to a remote-first, globally-focused team. This role offers significant growth potential for experienced technical support engineers or system administrators with a macOS background. You will provide technical support, collaborate with colleagues, reproduce issues, create processes, and escalate issues as needed. The position requires strong communication skills, in-depth macOS knowledge, and experience with various technologies. JumpCloud® offers a supportive and collaborative work environment with opportunities for professional growth.

Requirements

• Minimum of 4 years experience in a technical, customer-facing position
• Excellent interpersonal communication, passion for learning new technologies and understanding how to utilize them in a customer-facing environment
• Strong oral and written communication skills are imperative
• A logical approach to problem solving
• In-depth knowledge of the macOS platform- FileVault & Secure Tokens, Keychain, Apple Mobile Device Management (MDM) + Automated Device Enrolment (ADE), and overall system management
• Understanding or exposure to one or more of the following: Directory Services (G Suite, Okta, LDAP)
• Understanding or exposure to one or more of the following: iOS Management or Linux Operating Systems
• Understanding or exposure to one or more of the following: User onboarding and offboarding
• Understanding or exposure to one or more of the following: REST APIs
• Understanding or exposure to one or more of the following: Scripting ( Bash or Power-shell )
• You must be located in and authorized to work in the country noted in the job description to be considered for this role
• Please note: There is an expectation that our engineers participate in on-call shifts. You will be expected commit to being ready and able to respond during your assigned shift, so that alerts don't go unaddressed
• To be considered for a role at JumpCloud®, you will be required to speak and write in English fluently

Responsibilities

• Provide technical support and issue resolution to our customers through ongoing issue triaging via email, telephone or remote web session
• Collaborate with peers, mentors, our knowledge base, community forums and other internal tools to provide the most effective, world-class solutions for our customers
• Reproduce issues in-house and respond to customers in a timely manner
• Create and implement processes that help Support meet key objectives
• Escalate issues in a timely manner for resolution
• Work with Account Managers and Implementation Engineers to ensure the success of our new customers as they transition into the day to day use of our product - ensuring the access of their entire employee base to all of the resources needed - their servers, workstations and laptops, the networks they access to all of the web and on-premise applications they use every day
• Research and evaluate technologies to create new knowledge base articles that capture new information for reuse throughout the organization and for end users
• On-call rotation required. Duration - 1 week intervals. Duties include monitoring of status updates and external customer responses to incoming cases during outage

Benefits

Remote work