Customer Support Engineer, Tier 1 – MacOS, MDM

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

📋 Description

• Deliver technical assistance, troubleshooting, and problem resolution through email, phone, chat, or remote web sessions.

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

• Replicate issues internally and respond to customer inquiries promptly.

• Work alongside colleagues, escalation points, mentors, knowledge bases, community forums, and internal tools to provide solutions.

• Partner with Product and Learning teams to ensure customer education programs are accurate and up-to-date.

• Maintain a thorough technical understanding of the entire JumpCloud Platform.

• Collaborate with Account Managers and Implementation Engineers to facilitate the transition of new customers to daily product usage.

• Create and update internal knowledge base articles.

• Engage in projects aimed at enhancing customer and support engineer experiences.

• Address high-priority and mission-critical customer challenges, coordinating with Support and Engineering on defect resolutions.

• Take part in designated on-call shifts.

⛳️ Requirements

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

• A minimum of 1 year of experience dealing with 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), DEP, and overall system administration.

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

• Understanding of iOS Management.

• Knowledge of Software Management (VPP).

• Familiarity with REST APIs.

• Understanding of user onboarding and offboarding processes.

• Awareness of information security best practices.

• Proficiency in spoken and written English.

• Availability for the Fri-Tues 04:30-13:30 IST shift.

• Must reside in and be authorized to work in India.

• Bonus: Familiarity with Linux concepts, various Linux distributions, live chat, scripting, AI productivity tools, AI prompt engineering, and self-driven remote productivity.

🏝️ Benefits

• Remote-first work environment within India.

• Full-time remote working opportunities.

• Chance to collaborate with teams across more than 15 countries.

• Opportunities for professional growth and sharing expertise.

• Supportive and collaborative work culture.

• Equal opportunity employment.