Customer Support Engineer, Tier 1 – MacOS, MDM

This is a fully remote position, open to applicants in India.

📋 Description

• Deliver technical assistance, troubleshooting, and resolution of issues to our clients through email, phone, chat, or remote web sessions.

• Oversee a queue of support tickets addressing high-priority and intricate technical challenges.

• Reproduce issues internally and provide timely responses to customers.

• Work collaboratively with colleagues, escalation contacts, mentors, our knowledge base, community forums, and other internal resources to offer the most efficient, top-notch solutions for our clients.

• Partner with Product and Learning teams to ensure customer education initiatives are accurate and current.

• Sustain a thorough technical comprehension of the entire JumpCloud Platform.

• Collaborate with Account Managers and Implementation Engineers to guarantee the success of our new clients as they transition into the routine use of our product.

• Create and update internal knowledge base articles to enhance shared knowledge within the support engineering team.

• Team up with colleagues on projects focused on enhancing both customer and support engineer experiences.

⛳️ Requirements

• At least 1 year of experience in a technical, customer-facing role, ideally within a SaaS setting.

• A minimum of 1 year of experience addressing mission-critical customer issues and managing customer and technical escalations.

• Exceptional interpersonal communication skills.

• Strong verbal and written communication abilities.

• Comprehensive knowledge of the macOS platform, including FileVault, Keychain, Apple Mobile Device Management (MDM) and DEP, as well as overall system management.

• Familiarity with Directory Services, including Google Workspace (GWS), Okta, and LDAP.

• Experience with iOS Management.

• Software Management expertise (VPP).

• Understanding of REST APIs.

• Proficiency in user onboarding and offboarding processes.

• Knowledge of information security best practices.

• A passion for acquiring new technologies.

• A collaborative and enthusiastic work attitude.

• Ability to excel in a fast-paced, evolving environment.

🏝️ Benefits

• JumpCloud® is committed to being an equal opportunity employer.

• All candidates will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.