jumpcloud - Customer Support Engineer, Tier 2
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT
Requirements
• Experience leveraging AI Tools to enhance Operations and the Customer Experience. • Track record of automating IT services via scripting, PowerShell, Slack, and APIs • Experience supporting Managed Service Providers • ## Shift Requirements - EMEA Shift Coverage: • Shift scheduled for 07:00 - 16:00 UTC Monday-Friday • On-Call Requirement (Saturday&Sunday - On a rotation basis of 2 weekends every 13-17 weeks) • 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. • You must be located in and authorized to work in the country noted in the job description to be considered for this role. • Please note: There is an expectation that our engineers participate in on-call shifts. You will be expected commit to being ready and able to respond during your assigned shift, so that alerts don't go unaddressed. • JumpCloud® has teams in 15+ countries around the world and conducts our internal business in English. The interview and any additional screening process will take place primarily in English. To be considered for a role at JumpCloud®, you will be required to speak and write in English fluently. Any additional language requirements will be included in the details of the job description.
Responsibilities
• Resolve complex and urgent technical issues and customer escalations through email, phone, and chat interactions • Manage a queue of support tickets for high priority and complex technical issues • Provide mentoring and coaching to Tier 1 Technical Support Engineers • Partner with Engineering to drive resolution of critical issues, outages, and defects • Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date • Maintain a deep technical understanding of the entire JumpCloud Platform while serving as an SME to develop internal training • Work closely with 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 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 • ## We’re looking for: • Inspired technology professionals who love the challenge of supporting our customers and internal teams to ensure the successful adoption, usage, integration of the JumpCloud platform. • Minimum of 5 years experience in a technical, customer-facing position • Excellent interpersonal communication, passion for learning new technologies, AI 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 Single Sign-on (SAML, OIDC, SCIM) • Solid understanding of networking fundamentals, including IP, TLS, DNS, and RADIUS configuration. • Experience with the Windows platform - Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience • Strong customer empathy with the ability to manage stakeholders effectively during high-impact incidents • ## Understanding or exposure to one or more of the following is critical: • Directory Services (Azure, G Suite, Okta, LDAP) • Active Directory platform - Domain Forests, GPOs, Azure Active Directory (AAD), User/Group Management, Network Architecture and Design
Benefits
• 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. • One of JumpCloud®'s three core values is to “Build Connections.” To us that means creating " human connection with each other regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc. We care deeply about the people that we work with and want to see everyone succeed." - Rajat Bhargava, CEO • Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud®. Please note JumpCloud® is not accepting third party resumes at this time.
No credit card. Takes 10 seconds.