Customer Support Engineer, Tier 2

🔥 18 hours ago

🇮🇳 India – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

📞 Support Engineer

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Serve as senior technical point of contact for executive, VIP, and C-suite stakeholders during incidents and escalations • Manage commercial and enterprise customer relationships through high-level technical guidance • Provide customer support via email, telephone, chat, and remote web sessions • Troubleshoot and resolve complex Windows and Active Directory integration issues • Manage high-priority and complex support tickets • Analyze logs, XPath, event logs, network traces using Wireshark and pktmon, and memory dumps • Reproduce issues in-house through structured testing and variable isolation • Collaborate with peers, escalation points, and engineering teams on evidence-backed escalations • Collaborate with Product and Learning teams to maintain accurate customer education programs • Maintain deep knowledge of the JumpCloud Platform and Windows/AD integrations • Collaborate with Account Managers, Customer Success Managers, and Implementation Engineers to support new-customer adoption • Develop and maintain internal knowledge-base articles and advanced troubleshooting guides • Improve diagnostic workflows and internal tooling • Participate in on-call rotation, monitoring status updates and customer responses during outages

🎯 Requirements

• 7+ years in a technical, customer-facing SaaS environment • 2–3+ years handling mission-critical technical escalations • Proven ability to partner with senior leaders, executives, and internal engineers • Ability to communicate complex technical root causes and business impact to non-technical stakeholders such as CIOs/CISOs • Deep proficiency in Windows, including Registry, PowerShell, Credential Manager, and Event Logging • Deep proficiency in Active Directory • Experience with Sysinternals, Wireshark, and XPath • Methodical, systematic, evidence-based troubleshooting approach • Ability to isolate variables and replicate edge cases • Mentorship and documentation skills • Understanding or exposure to Directory Services including Azure, G Suite, Okta, and LDAP • Knowledge of Active Directory domain forests, GPOs, Azure Active Directory, user/group management, and network architecture and design • Experience leveraging AI tools to enhance operations and customer experience • Experience automating IT services via scripting, PowerShell, Slack, and APIs • Experience supporting AWS environments • Experience supporting Managed Service Providers • Fluent spoken and written English • Availability for 12:30–21:30 IST Monday–Friday shifts • Availability for rotating weekend on-call shifts (2 weekends every 13–17 weeks) • Must be located in and authorized to work in India

🏖️ Benefits

• Remote-first work within India • Equal opportunity employment • English-language interview and screening process • Opportunity to work with talent across 15+ countries • Opportunity to share and grow expertise • Supportive board and seasoned executive team • Global team collaboration • On-call rotation compensation not specified