Tier 1 Customer Support Engineer - MacOS & MDM

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

About JumpCloud®

JumpCloud® delivers a unified open directory platform that makes it easy to securely manage identities devices and access across your organization. With JumpCloud® IT teams and MSPs enable users to work securely from anywhere and manage their Windows Apple Linux and Android devices from a single platform. JumpCloud® is IT Simplified.

About the Role:

As a Technical 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 high priority and mission critical customer issues in a fast-paced environment. As a Technical Support Engineer- Tier 1 apply your technical knowledge to resolve customer issues and regularly interface across Support and Engineering to ensure the timely resolution of defects.

What You'll Be Doing:

• Provide technical support troubleshooting and issue resolution to our customers via email telephone 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 our knowledge base community forums and other internal tools to provide the most effective world-class solutions for our customers.

• Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date

• Maintain a technical understanding of the entire JumpCloud Platform

• 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

• On-call rotation required. Duration - 1 week intervals. Duties include monitoring of status updates and external customer responses to incoming cases during outage.

What We're Looking for:

• Inspired technology professionals who love the challenge of supporting our customers and internal teams to ensure the successful adoption usage and integration of our Cloud Directory Platform.

• Minimum of 1 year 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

• Basic understand of several of the following concepts:

• macOS platform- FileVault Keychain Apple Mobile Device Management (MDM) + DEP and overall system management.

• Directory Services (Active Directory G Suite Okta LDAP)

• iOS Management

• REST APIs

• Scripting

• User onboarding and offboarding

• Information security best practices

Shift Availability

• You must be able to work the following shift schedule(s) to qualify for this opportunity: Kindly check the shift timings below before applying.

• Tue-Sat - Tue-Sat 03:30 am -12: 30pm IST

#LI-MA1

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.

#LI-Remote #BI-Remote