Customer Support Engineer, Tier 2

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

📋 Description

• Address intricate and urgent technical challenges as well as customer escalations via email, phone, and chat communications.

• Oversee a support ticket queue focused on high-priority and complex technical issues.

• Offer mentorship and training to Tier 1 Technical Support Engineers.

• Collaborate with the Engineering team to resolve critical issues, outages, and defects.

• Work alongside Product and Learning teams to guarantee that customer education initiatives are both accurate and current.

• Maintain a comprehensive technical understanding of the entire JumpCloud Platform and serve as a Subject Matter Expert (SME) to develop internal training programs.

• Partner closely with Account Managers and Implementation Engineers to ensure the successful transition of new customers into the regular use of our product.

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

• Work in collaboration with colleagues on projects designed to improve both customer and support engineer experiences.

⛳️ Requirements

• At least 5 years of experience in a technical, customer-facing role.

• Exceptional interpersonal communication skills, a passion for learning new technologies and AI, and an understanding of their application in a customer-facing context.

• Strong oral and written communication abilities are essential.

• A methodical approach to problem-solving.

• Comprehensive knowledge of Single Sign-on (SAML, OIDC, SCIM).

• Solid grasp of networking fundamentals, including IP, TLS, DNS, and RADIUS configuration.

• Experience with the Windows platform, including Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), and Event Logging, along with familiarity with Windows Home/Pro/Server.

• Strong customer empathy with the capability to manage stakeholders effectively during high-impact situations.

🏝️ Benefits

• Scam Notice: Please be vigilant as there are individuals and organizations that may attempt to deceive job seekers by offering fraudulent employment opportunities in the name of JumpCloud. These scams may involve counterfeit job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please be aware that JumpCloud will never request personal account information, such as credit card details or bank account numbers, during the hiring process. Furthermore, JumpCloud will never send a check for equipment before employment.

• All communication regarding interviews and offers from our recruiters and hiring managers will originate from official company email addresses (@jumpcloud.com) and will never request any payment, fees, or purchases from job seekers.