Customer Support Engineer, Tier 2

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

📋 Description

• Act as the primary technical contact for executive, VIP, and C-suite stakeholders during incidents and escalations.

• Oversee commercial and enterprise customer relationships by providing high-level technical guidance.

• Deliver customer support through email, phone, chat, and remote web sessions.

• Diagnose and resolve intricate Windows and Active Directory integration challenges.

• Handle high-priority and complex support tickets efficiently.

• Analyze logs, XPath, event logs, network traces using Wireshark and pktmon, as well as memory dumps.

• Reproduce issues internally through structured testing and variable isolation.

• Collaborate with peers, escalation points, and engineering teams on evidence-based escalations.

• Work with Product and Learning teams to ensure accurate customer education programs are maintained.

• Maintain comprehensive knowledge of the JumpCloud Platform and Windows/AD integrations.

• Partner with Account Managers, Customer Success Managers, and Implementation Engineers to facilitate new customer adoption.

• Create and update internal knowledge-base articles and advanced troubleshooting guides.

• Enhance diagnostic workflows and internal tools.

• Participate in on-call rotation, monitoring status updates and customer responses during outages.

⛳️ Requirements

• 7+ years of experience in a technical, customer-facing SaaS environment.

• 2–3+ years of experience managing mission-critical technical escalations.

• Demonstrated ability to collaborate with senior leaders, executives, and internal engineers.

• Capability to communicate complex technical root causes and their business impact to non-technical stakeholders, including CIOs/CISOs.

• Extensive proficiency in Windows, covering Registry, PowerShell, Credential Manager, and Event Logging.

• In-depth knowledge of Active Directory.

• Familiarity with Sysinternals, Wireshark, and XPath.

• Methodical and systematic approach to evidence-based troubleshooting.

• Skill in isolating variables and replicating edge cases.

• Strong mentorship and documentation abilities.

• Understanding or exposure to Directory Services such as Azure, G Suite, Okta, and LDAP.

• Knowledge of Active Directory domain forests, GPOs, Azure Active Directory, user/group management, and network architecture and design.

• Experience utilizing AI tools to enhance operations and customer experience.

• Experience in automating IT services through scripting, PowerShell, Slack, and APIs.

• Background in supporting AWS environments.

• Experience working with Managed Service Providers.

• Fluent in spoken and written English.

• Availability for shifts from 12:30–21:30 IST, Monday to Friday.

• Willingness to participate in rotating weekend on-call shifts (2 weekends every 13–17 weeks).

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

🏝️ Benefits

• Remote-first work environment within India.

• Equal opportunity employment.

• English-language interview and screening process.

• Opportunity to collaborate with talent from over 15 countries.

• Platform to share and enhance expertise.

• Supportive board and experienced executive team.

• Global team collaboration.

• On-call rotation compensation not specified.