Customer Support Engineer, Tier 1 – MacOS, MDM

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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 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.

🎯 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 - FileVault, Keychain, Apple Mobile Device Management (MDM) + DEP, and overall system management. • Directory Services (Google Workspace (GWS), Okta, LDAP). • iOS Management. • Software Management (VPP). • REST APIs • User onboarding and offboarding. • Information security best practices. • Passion for learning new technologies. • Enthusiasm for collaborative working. • Ability to thrive in a rapidly changing environment.

🏖️ Benefits

• JumpCloud® is an equal opportunity employer • All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.