Tier 2 Customer Support Engineer - MacOS

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

This is an excellent growth opportunity for someone with previous work experience as a Technical Support Engineer or System Administrator with a background in supporting macOS systems who would like to join an IT focused product company. Tier 2 Customer Support Engineers will have an opportunity to support Linux LDAP Google Workspace and other areas of the JumpCloud platform in addition to macOS and MDM features.  This role involves rigorous training and clear communication in deeply technical identity subject matter such as authentication system management and networking. You’ll work with passionate team members supporting an exciting product actively used by our global user base.

What you’ll be doing:

• Provide technical support and issue resolution to our customers through ongoing issue triaging via email telephone or remote web session.

• Collaborate with peers mentors our knowledge base community forums and other internal tools to provide the most effective world-class solutions for our customers.

• Reproduce issues in-house and respond to customers in a timely manner.

• Create and implement processes that help Support meet key objectives

• Escalate issues in a timely manner for resolution.

• Work with 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 - ensuring the access of their entire employee base to all of the resources needed - their servers workstations and laptops the networks they access to all of the web and on-premise applications they use every day.

• Research and evaluate technologies to create new knowledge base articles that capture new information for reuse throughout the organization and for end users.

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

We’re looking for...

• Inspired technology professionals who love the challenge of supporting our customers and internal teams to ensure the successful adoption usage integration of our Directory-as-a-Service® (DaaS) platform.

• Minimum of 4 years experience in a technical customer-facing position.

• Excellent interpersonal communication passion for learning new technologies and understanding how to utilize them in a customer-facing environment.

• Strong oral and written communication skills are imperative.

• A logical approach to problem solving.

• In-depth knowledge of the macOS platform- FileVault & Secure Tokens Keychain Apple Mobile Device Management (MDM) + Automated Device Enrolment (ADE) and overall system management.

• Understanding or exposure to one or more of the following:

• Understanding or exposure to one or more of the following:Directory Services (G Suite Okta LDAP)

• iOS Management or Linux Operating Systems.

• User onboarding and offboarding.

• REST APIsScripting ( Bash or Power-shell ).

#LI-MA

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'

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