Tier 2 Customer Support Engineer

Summary

Join JumpCloud® as a Tier 2 Customer Support Engineer and contribute to a unified open directory platform. This remote role offers excellent growth opportunities for experienced technical support engineers or system administrators with a background in Windows and Active Directory. 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 knowledge of Windows and Active Directory platforms, and experience in a customer-facing role. You will work with passionate team members supporting a global user base and participate in an on-call rotation.

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 Windows platform - Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience
• In-depth knowledge of the Active Directory platform - Domain Forests, GPOs, Azure Active Directory (AAD), User/Group Management
• Fluent English (speaking and writing)

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 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 - 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

Preferred Qualifications

Understanding or exposure to one or more of the following: Single Sign-on (SAML), Networking & Authentication (RADIUS), Directory Services (Azure, G Suite, Okta, LDAP), Windows Operating Systems, User onboarding and offboarding, REST APIs, Scripting

Benefits

Remote work