JumpCloud is hiring a
Tier 2 Customer Support Engineer - Windows and Active Directory in Mexico

Summary

The Technical Support Engineer - Tier 2 role involves providing world-class technical support to JumpCloud’s customers via various channels, managing a queue of high priority tickets, collaborating with teams, maintaining a technical understanding of the entire JumpCloud Platform, and developing internal knowledge base articles. The required experience includes a minimum of 5 years in a technical, customer-facing position, preferably in a SaaS environment, and at least 2 years of experience working with mission critical customer issues.

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
• 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
• Strong oral and written communication skills
• Experience with configuring & troubleshooting Single Sign-on (SAML+ SCIM)
• Understanding of user onboarding and offboarding practices
• Understanding of Information security best practices

Responsibilities

• Provide technical support, troubleshooting and issue resolution to 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, knowledge base, community forums and other internal tools to provide effective solutions for customers
• Maintain a technical understanding of the entire JumpCloud Platform
• Collaborate with Account Manager and Implementation Engineers to ensure new customer success
• Develop and maintain internal knowledge base articles to increase shared knowledge among the support engineering team
• Collaborate with peers on projects aimed at improving the customer and support engineer experiences
• On-call rotation required for monitoring of status updates and external customer responses during outages

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)

Benefits

• Health insurance
• Retirement benefits
• Paid time off
• Remote work
• On-call rotation required