Jump Cloud

Customer Support Engineer, Tier 2, Windows - Mexico

Job Description

About the Role:
As a Technical Support Engineer - Tier 2 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 2 you will apply your technical knowledge to resolve customer issues, and regularly interface across Support and Engineering to ensure the timely resolution of defects.  


Responsibilities:
  • 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, escalation points, 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. Duties include monitoring of status updates and external customer responses to incoming cases during outage.

    • Requirements:
  • Minimum of 5 years of experience in a technical, customer-facing position, preferably in a SaaS environment
  • Minimum of 2 years of experience working with mission critical customer issues and customer and technical escalations
  • Excellent interpersonal communication
  • In-depth knowledge of the Windows platform - Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience
  • Understanding of the Active Directory platform - Domain Forests, GPOs, Azure Active Directory (AAD), User/Group Management.
  • Strong oral and written communication skills
  • Experience with configuring & troubleshooting Single Sign-on (SAML+ SCIM)
  • 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 

    • Preferred Experience:
  • Providing live chat to technical customers & technology stakeholders
  • Non-Windows Directory Services (G Suite, AWS, LDAP)
  • Networking & Authentication (RADIUS)
  • 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

    • Available shift for this opportunity:
  • Schedule: Monday - Friday, Hours: 6:00 AM - 2:00 PM US MT (UTC-6)

    • Apply Now
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