Technical Support Engineer, Tier 2

November 21

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JumpCloud

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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.

201 - 500 employees

Founded 2013

☁️ SaaS

🔐 Security

🏢 Enterprise

💰 $66M Series F on 2021-10

📋 Description

• Resolve complex and urgent technical issues and customer escalations through email, phone, and chat interactions • Provide dedicated support to a subset of JumpClouds largest and most strategic partners • Manage a queue of support tickets for high priority and complex technical issues • Provide mentoring and coaching to Tier 1 Technical Support Engineers • Partner with Engineering to drive resolution of critical issues, outages, and defects • Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date • Maintain a deep technical understanding of the entire JumpCloud Platform while serving as an SME in the areas of Windows, RADIUS, Active Directory, SSO (SAML, SCIM, ODIC), and all things device management • 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 • Participate in regular standups and case reviews with partners as needed • Partner with other POD members across CSM and Professional Services • Maintain detailed account and case notes to ensure proactive communication with our partners. • While focused on supporting partners this role will also continue to work with direct customers, escalations, and support other CSEs as necessary.

🎯 Requirements

• Minimum of 5 years experience in a technical, customer-facing position, preferably in a SaaS environment • Minimum of 1 year experience working with mission critical customer issues and customer and technical escalations • Excellent interpersonal communication • Passion for learning new technologies and understanding how to utilize them in a customer-facing environment • Ability to thrive in a rapidly changing environment • Strong oral and written communication skills • A logical approach to problem solving • Understanding of the following concepts, with SME level understanding in one or more areas: • - *In-depth knowledge of the Windows platform - Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience* • - *In-depth knowledge of the macOS platform- FileVault, Keychain, Apple Mobile Device Management (MDM) + DEP, and overall system management.* • - *Directory Services (Active Directory, G Suite, Okta, LDAP)* • - *Linux- Secure Shell (SSH), User Identifier (UID) and Group Identifier (GID) management, Pluggable Authentication Modules (PAM), pkg management (Yum, RPM, Apt, etc.), and experience supporting and troubleshooting one or more Linux distros: Ubuntu, Debian, RHEL, or CentOS * • - *Single Sign-on (SAML+ SCIM)* • - *User onboarding and offboarding* • - *Experience supporting Networking & Authentication (RADIUS)* • - *Information security best practices*

🏖️ Benefits

• Health insurance • 401(k) matching • Paid time off • Professional development opportunities