Tier 1 Customer Support Engineer, Windows - India - Jumpcloud

Provide technical support, troubleshooting and issue resolution to our customers via email, phone, 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, Mentors, Escalation Engineers, Knowledge Base and other internal tools to provide the most effective, world-class solutions for our customers.

Evaluate, identify, and escalate platform bugs and issues as they are encountered.

Maintain a technical understanding of the entire JumpCloud Platform.

Collaborate with Customer Success Managers, 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.

Develop and maintain 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 Engineering operations.

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

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