Jump Cloud

Tier 1 Customer Support Engineer, Windows & Active Directory - India

Job Description

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 year experience in a technical, customer-facing position, preferably in a SaaS environment
  • Minimum of 1 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:
  • In-depth knowledge of the Windows platform - Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience
  • In-depth knowledge of the Active Directory platform - Domain Forests, GPOs, Azure Active Directory (AAD), User/Group Management, Network Architecture and Design
  • Networking & Authentication (RADIUS)
  • Directory Services (Active Directory, G Suite, Okta, LDAP)
  • Single Sign-on (SAML+ SCIM)
  • User onboarding and offboarding
  • Information security best practices
  • REST APIs
  • Scripting

    • Available Shifts:
  • You must be able to work the following shift schedule(s) to qualify for this opportunity: Kindly check the shift timings below before applying.

  • 15:00hrs to 00:00hrs IST Mon-Fri

    • Apply Now
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