Customer Support Engineer|tier 1|macos

All roles at JumpCloud are Remote unless otherwise specified in the Job Description.

About JumpCloud

JumpCloud's mission is to Make Work Happen, providing simple, secure access to an organization's technology resources from any device, or any location.

The JumpCloud Open Directory Platform gives IT, security operations, and DevOps a single, cloud-based solution to control and manage employee identities and their devices, and apply conditional access controls based on Zero Trust principals.

Since launching in 2012, our global user base has grown to more than 150,000 organizations, with more than 5,000 paying customers including , GoFundMe, Grab, ClassPass, Uplight and Peloton.
JumpCloud has raised over $400M from world-class investors including Sapphire Ventures, General Atlantic, Sands Capital, Atlassian, and CrowdStrike.

Our teams are growing fast, too, and we're looking for talent across engineering, sales, customer success, marketing, product management, and more.
Join our team of dedicated, passionate, and creative people who are eager to change the IT industry forever.

About the Role:

As a Technical 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 apply your technical knowledge to resolve customer issues, and regularly interface across Support and Engineering to ensure the timely resolution of defects.

What You'll Be Doing:
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, 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.
Duration - 1 week intervals.
Duties include monitoring of status updates and external customer responses to incoming cases during outage.

What We're Looking for:

Inspired technology professionals who love the challenge of supporting our customers and internal teams to ensure the successful adoption, usage, and integration of our Cloud Directory Platform.
Minimum of 1-6 year experience in a technical, customer-facing position, preferably in a SaaS environment
Minimum of 1-6 year experience working with mission critical customer issues and customer and technical escalations
Excellent interpersonal communication
Passion for learning new technologies and understanding how to utilize them in a customer-facing environment
Ability to thrive in a rapidly changing environment
Strong oral and written communication skills
A logical approach to problem solving

Basic understand of several of the following concepts:
macOS platform- FileVault, Keychain, Apple Mobile Device Management (MDM) + DEP, and overall system management.
Directory Services (Active Directory, G Suite, Okta, LDAP)
iOS Management
REST APIs
Scripting
User onboarding and offboarding
Information security best practices

Where you'll be working/Location:

JumpCloud is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description.
This role is remote in the country of India.
You must be located in and authorised to work in India to be considered for this role.

Why JumpCloud?

If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you JumpCloud is an incredible place to share and grow your expertise You'll work with amazing talent across each department who are passionate about our mission.

We're out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome.

You'll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about Read more