All roles at JumpCloud® are Remote unless otherwise specified in the Job Description.
About JumpCloud®
JumpCloud® is the AI-powered unified IT management platform designed to secure the modern workforce. By consolidating identity, device, and access management, JumpCloud provides intelligent, secure IT that scales from human users to autonomous AI agents. We help organizations around the globe eliminate complexity and turn AI risk into an optimized advantage, ensuring the right people and agents have secure access to the right resources at all times.
JumpCloud is Intelligent, Secure IT.
About the Role:
As a Customer Support Engineer - Tier 1, you will be responsible for providing world-class technical support to JumpCloud’s customers. We are looking for a highly technical self-starter that is driven to exceed customer expectations across JumpCloud’s various support channels. This position will resolve high priority and mission critical customer issues in a fast-paced environment. As a Technical Support Engineer- Tier 1 you will apply your technical knowledge to resolve customer issues, and regularly interface across Support and Engineering to ensure the timely resolution of defects.
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.
Requirements:
Minimum of 3 years of experience in a technical, customer-facing position, preferably in a SaaS environment
Minimum of 2 year of experience working with mission critical customer issues and customer and technical escalations
Good knowledge with configuring & troubleshooting Single Sign-on (SAML+ SCIM)
Good experience with configuring & troubleshooting RADIUS
General Networking understanding
Excellent interpersonal communication
Strong oral and written communication skills
Understanding of user onboarding and offboarding practices.
Understanding of Information security best practices
Passion for learning new technologies
Enthusiasm for collaborative working
Ability to thrive in a rapidly changing environment
Preferred experience:
Non-Windows Directory Services (G Suite, AWS, LDAP)
REST APIs
Scripting(Powershell, CMD, BASH)
Using AI to enhance your productivity
AI Prompt Engineering skills
Full-time remote working and self-motivated productivity.
Using macOS hardware as your primary work-device
Shift Schedule:
Mon-Fri 11:00-20:00 CST
