Tier 1 Customer Support Engineer – Windows

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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.

🎯 Requirements

• Minimum of 3 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 • Good knowledge with configuring & troubleshooting Single Sign-on (SAML+ SCIM) • Good experience with configuring & troubleshooting RADIUS • General Networking understanding • 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

🏖️ 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. • Employees have a voice in the organization as they work with a seasoned executive team, a supportive board and in a proven market that customers are excited about. • Participation in on-call shifts is expected.