jumpcloud - Tier 1 Customer Support Engineer, Mac & Linux - India
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Requirements
• Experience working at an MSP, VAR, Reseller or as an Support Admin in the realm of IT. • Experience supporting and troubleshooting macOS in-depth and one or more Linux distros - Ubuntu, Debian, RHEL, or CentOS. • Ability to work in a full-time remote environment with self-motivated productivity. • Using MacBook as your primary work-device. • Have experience handling multiple chats and be able to switch the Support channels efficiently, as required. • ## Shift schedule: • Monday - Friday, 12:30-21:30 IST / 01:00-10:00 MDT • 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
• 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. • ## We’re looking for: • Minimum of 3 years experience in a technical, customer-facing position, preferably in a SaaS environment. • Minimum of 2 years experience working with mission critical customer issues and customer & technical escalations. • Excellent interpersonal communication skills. • Ability to leverage AI to enhance self productivity and customer experience with the Support. • Passion for learning new technologies and understanding how to utilize them in a customer-facing environment. • Ability to thrive in a dynamically evolving environment. • Strong oral and written communication skills. • A logical and analytical approach to problem solving. • Understanding of the following concepts: • In-Depth knowledge of the Apple platform, including but not limited to - MDM Enrollment, DEP, Configuration Profiles, Policies, iOS management, Keychain, User Management. • Knowledge of the Linux OS, including but not limited to - SSH, PAM, UID/GID management, package management. • Working knowledge of Windows OS, including but not limited to - MDM, User Management, Registry Keys, Powershell. • Asset Management and Software Deployment troubleshooting. • LDAP and RADIUS technologies configuration and troubleshooting • Directory Services Integrations (Google Workspace, Microsoft 365, AD, Okta, HR tools) • Single Sign On (SAML+ SCIM) • Information Security Best Practises • User Lifecycle Management and IAM configuration troubleshooting • Scripting (Bash, Powershell)
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.
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