Tier 1 Customer Support Engineer, Mac & Linux

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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, phone, 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, Escalation Engineers, Knowledge Base and other internal tools to provide the most effective, world-class solutions for our customers. • Evaluate, identify, and escalate platform bugs and issues as they are encountered. • Maintain a technical understanding of the entire JumpCloud Platform. • Collaborate with Customer Success Managers, Account Managers 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 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 Engineering operations.

🎯 Requirements

• Minimum of 3 years experience in a technical, customer-facing position, *preferably* in a SaaS environment. • Minimum of 2 years experience working with mission critical customer issues and customer & technical escalations. • Excellent interpersonal communication skills. • Ability to leverage AI to enhance self productivity and customer experience with the Support. • Passion for learning new technologies and understanding how to utilize them in a customer-facing environment. • Ability to thrive in a dynamically evolving environment. • Strong oral and written communication skills. • A logical and analytical approach to problem solving. • In-Depth knowledge of the Apple platform, including but not limited to - MDM Enrollment, DEP, Configuration Profiles, Policies, iOS management, Keychain, User Management. • Knowledge of the Linux OS, including but not limited to - SSH, PAM, UID/GID management, package management. • Working knowledge of Windows OS, including but not limited to - MDM, User Management, Registry Keys, Powershell. • Asset Management and Software Deployment troubleshooting. • LDAP and RADIUS technologies configuration and troubleshooting • Directory Services Integrations (Google Workspace, Microsoft 365, AD, Okta, HR tools) • Single Sign On (SAML+ SCIM) • Information Security Best Practises • User Lifecycle Management and IAM configuration troubleshooting • REST APIs • Scripting (Bash, Powershell)

🏖️ Benefits

• JumpCloud® is committed to being Remote First • Fast-paced SaaS environment • Opportunities for sharing and growing expertise • Access to a supportive board and executive team • Equal opportunity employer