Customer Support Engineer, Tier 1 – MacOS, MDM

🔥 1 minute ago

🇮🇳 India – Remote

⏰ Full Time

🟢 Junior

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 10%

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JumpCloud

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2013

☁️ SaaS

🔐 Security

🏢 Enterprise

💰 $66M Series F on 2021-10

SaaS • Security • Enterprise

JumpCloud is a unified identity, device, and access management platform that helps organizations centrally manage and secure their IT infrastructure across multiple operating systems and devices. It provides comprehensive solutions for cross-platform device management, cloud-first directory services, Active Directory modernization, and hybrid work enablement. JumpCloud enhances security through features such as zero trust security, passwordless authentication, and multi-factor authentication. Its platform supports automated onboarding and offboarding, identity lifecycle management, conditional access, and compliance management. JumpCloud integrates with various HR systems and offers SaaS management, allowing companies to streamline IT operations and reduce complexity. Trusted by organizations worldwide, JumpCloud is recognized for its ability to unify and secure digital workplace environments efficiently and effectively.

📋 Description

• Provide technical support, troubleshooting, and issue resolution via email, telephone, chat, or remote web session • Manage a queue of high-priority and complex technical support tickets • Reproduce issues in-house and respond to customers in a timely manner • Collaborate with peers, escalation points, mentors, knowledge base, community forums, and internal tools to deliver solutions • Collaborate with Product and Learning teams to keep customer education programs accurate and current • Maintain technical understanding of the entire JumpCloud Platform • Collaborate with Account Managers and Implementation Engineers to support new-customer transition to daily product use • Develop and maintain internal knowledge base articles • Collaborate on projects improving customer and support engineer experiences • Resolve high-priority and mission-critical customer issues and interface with Support and Engineering on defect resolution • Participate in assigned on-call shifts

🎯 Requirements

• Minimum of 1 year of experience in a technical, customer-facing position, preferably in a SaaS environment • Minimum of 1 year of experience working with mission critical customer issues and customer and technical escalations • Excellent interpersonal communication • Strong oral and written communication skills • In-depth knowledge of the macOS platform, including FileVault, Keychain, Apple Mobile Device Management (MDM), DEP, and overall system management • Knowledge of Directory Services, including Google Workspace (GWS), Okta, and LDAP • Knowledge of iOS Management • Knowledge of Software Management (VPP) • Knowledge of REST APIs • Knowledge of user onboarding and offboarding • Knowledge of information security best practices • Fluency in spoken and written English • Availability for the Fri-Tues 04:30-13:30 IST shift • Must be located in and authorized to work in India • Bonus: Knowledge of Linux concepts, Linux distributions, live chat, scripting, AI productivity tools, AI prompt engineering, and self-motivated remote productivity

🏖️ Benefits

• Remote-first work within India • Full-time remote working • Opportunity to work with teams across 15+ countries • Professional growth and expertise-sharing opportunities • Supportive, collaborative work environment • Equal opportunity employment