Tier 1 Customer Support Engineer Windows - India

JumpCloud

Tier 1 Customer Support Engineer Windows - India

Posted 5 Hours Ago

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Hiring Remotely in Louisville CO USA

In-Office or Remote

Mid level

Cloud • Information Technology • Security • Software

Our goal at JumpCloud is to Make (Remote) Work Happen with One Directory to Rule Them All!

The Role

Provide Tier 1 technical support for JumpCloud customers via chat phone and email. Triage reproduce and resolve issues escalate bugs maintain knowledge base articles and collaborate with internal teams to ensure successful onboarding offboarding and platform operation.

Summary Generated by Built In

All roles at JumpCloud® are Remote unless otherwise specified in the Job Description.

About JumpCloud®

JumpCloud® is the AI-powered unified IT management platform designed to secure the modern workforce. By consolidating identity device and access management JumpCloud provides intelligent secure IT that scales from human users to autonomous AI agents. We help organizations around the globe eliminate complexity and turn AI risk into an optimized advantage ensuring the right people and agents have secure access to the right resources at all times.

JumpCloud is Intelligent Secure IT.

About the role:

As a Customer Support Engineer - Tier 1 you will be responsible for providing world-class technical support to JumpCloud’s customers. We are looking for a highly technical self-starter that is driven to exceed customer expectations across JumpCloud’s various support channels. This position will resolve front line customer issues in a fast-paced environment. As a Customer Support Engineer- Tier 1 you will help provide assistance via Chat Phone and Email.

What you’ll be doing:

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.

We’re looking for:

Minimum of 3 years of experience in a technical customer-facing position preferably in a SaaS environment

Minimum of 2 year 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

Excellent interpersonal communication

Strong oral and written communication skills

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

Preferred Qualifications:

Non-Windows Directory Services (G Suite AWS LDAP)

REST APIs

Scripting(Powershell CMD BASH)

Using AI to enhance your productivity

AI Prompt Engineering skills

Full-time remote working and self-motivated productivity.

Using macOS hardware as your primary work-device

Shift schedule:

Tuesday - Saturday 12:30-21:30 IST

#LI-YI1

Where you’ll be working/Location:

JumpCloud® is committed to being Remote First meaning that you are able to work remotely within the country noted in the Job Description.

You must be located in and authorized to work in the country noted in the job description to be considered for this role.

Please note: There is an expectation that our engineers participate in on-call shifts. You will be expected commit to being ready and able to respond during your assigned shift so that alerts don't go unaddressed.

Language:

JumpCloud® has teams in 15+ countries around the world and conducts our internal business in English. The interview and any additional screening process will take place primarily in English. To be considered for a role at JumpCloud® you will be required to speak and write in English fluently. Any additional language requirements will be included in the details of the job description.

Why JumpCloud®?

If you thrive working in a fast SaaS-based environment and you are passionate about solving challenging technical problems we look forward to hearing from you! JumpCloud® is an incredible place to share and grow your expertise! You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thinkers so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You’ll have a voice in the organization as you work with a seasoned executive team a supportive board and in a proven market that our customers are excited about.

One of JumpCloud®'s three core values is to “Build Connections.” To us that means creating " human connection with each other regardless of our backgrounds orientations geographies religions languages gender race etc. We care deeply about the people that we work with and want to see everyone succeed." - Rajat Bhargava CEO

Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud®. Please note JumpCloud® is not accepting third party resumes at this time.

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.

Scam Notice:

Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of JumpCloud. These scams may involve fake job postings unsolicited emails or messages claiming to be from our recruiters or hiring managers. Please note that JumpCloud will never ask for any personal account information such as credit card details or bank account numbers during the recruitment process. Additionally JumpCloud will never send you a check for any equipment prior to employment.

All communication related to interviews and offers from our recruiters and hiring managers will come from official company email addresses (@jumpcloud.com) and will never ask for any payment fee to be paid or purchases to be made by the job seeker. If you are contacted by anyone claiming to represent JumpCloud and you are unsure of their authenticity please do not provide any personal/financial information and contact us immediately at [email protected] with the subject line "Scam Notice"

#LI-Remote #BI-Remote

Skills Required

Minimum of 3 years in a technical customer-facing position (preferably SaaS)
Minimum of 2 years handling mission-critical customer issues and technical escalations
Configuring and troubleshooting Single Sign-On (SAML SCIM)
Configuring and troubleshooting RADIUS
General networking understanding
Excellent interpersonal communication skills
Strong oral and written communication skills (fluent English)
Understanding of user onboarding and offboarding practices
Understanding of information security best practices
Willingness to participate in on-call shifts
Ability to work specified IST shift (Tuesday–Saturday 12:30–21:30 IST) and be located/authorized to work in the country noted
Passion for learning new technologies and collaborative working
Full-time remote working self-motivation (preferred)
Non-Windows directory services experience (G Suite AWS LDAP)
Experience with REST APIs
Scripting experience (PowerShell CMD Bash)
Using AI to enhance productivity / AI prompt engineering skills
Using macOS hardware as primary work device (preferred)

What the Team is Saying

JumpCloud Compensation & Benefits Highlights

Healthcare Strength—Health coverage starts day one in the U.S. includes dental/vision and mental-health support and offers an HSA option with employer contributions. Expanded medical travel coverage abortion travel benefits in the U.S. an EAP and a Calm subscription further strengthen healthcare support.
Leave & Time Off Breadth—Flexible or “unlimited” PTO paid holidays and sick days and generous parental and family medical leave are highlighted across materials. Remote-first norms and wellness programs are also documented.
Retirement Support—A U.S. 401(k) plan with a company match (50% up to 6% of pay) is offered alongside life and disability insurance. Access to a personal financial consultant and country-specific pension programs are also noted.

Learn more about JumpCloud's Compensation & Benefits →

JumpCloud Insights

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The Company

HQ: Louisville CO

800 Employees

Year Founded: 2012

What We Do

JumpCloud’s mission is to Make Work Happen® providing simple secure access to an organization’s technology resources from any device or any location. The JumpCloud Open Directory Platform gives IT security operations and DevOps a single cloud-based solution to control and manage employee identities and their devices and apply conditional access controls based on Zero Trust principals. Since launching in 2012 our global user base has grown to more than 150000 organizations with more than 5000 paying customers including Cars.com GoFundMe Grab ClassPass Uplight and Peloton. JumpCloud has raised over $400M from world-class investors including Sapphire Ventures General Atlantic Sands Capital Atlassian and CrowdStrike. Our teams are growing fast too and we're looking for talent across engineering sales customer success marketing product management and more. Join our team of dedicated passionate and creative people who are eager to change the IT industry forever. We live by our core values which are: Build Connections Think Big 1% Better Every Day

Why Work With Us

We offer an incredible opportunity to see your impact. Each team member gets an up close personal view and education into building a fast growing startup. We are transparent about what we are doing how we are doing it and the decisions that we are making. There is opportunity to progress and flexibility to find unique approaches to our business