Tier 1 Customer Support Engineer, Mac & Linux

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

📋 Description

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

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

• Replicate issues internally and provide timely responses to customers.

• Collaborate with colleagues, mentors, escalation engineers, the knowledge base, and other internal resources to deliver the most efficient, top-tier solutions for our clients.

• Assess, identify, and escalate platform bugs and issues as they arise.

• Maintain a comprehensive understanding of the entire JumpCloud Platform.

• Work together with Customer Success Managers, Account Managers, and Implementation Engineers to ensure new customers successfully transition into daily use of our product.

• Create and update knowledge base articles to enhance shared knowledge within the entire Support Engineering team.

• Partner with peers on projects focused on enhancing customer and Support Engineering operations.

⛳️ Requirements

• At least 3 years of experience in a technical, customer-facing role, *ideally* within a SaaS environment.

• A minimum of 2 years of experience dealing with mission-critical customer issues and technical escalations.

• Exceptional interpersonal communication abilities.

• Capability to utilize AI to improve personal productivity and the customer experience with Support.

• Enthusiasm for learning new technologies and understanding their application in a customer-facing context.

• Ability to excel in a rapidly changing environment.

• Strong verbal and written communication skills.

• A logical and analytical mindset for problem-solving.

• Comprehensive knowledge of the Apple platform, including but not limited to - MDM Enrollment, DEP, Configuration Profiles, Policies, iOS management, Keychain, and User Management.

• Familiarity with the Linux OS, including but not limited to - SSH, PAM, UID/GID management, and package management.

• Basic knowledge of Windows OS, including but not limited to - MDM, User Management, Registry Keys, and Powershell.

• Proficiency in Asset Management and Software Deployment troubleshooting.

• Experience with LDAP and RADIUS technologies configuration and troubleshooting.

• Expertise in Directory Services Integrations (Google Workspace, Microsoft 365, AD, Okta, HR tools).

• Knowledge of Single Sign-On (SAML+ SCIM) protocols.

• Understanding of Information Security Best Practices.

• Experience in User Lifecycle Management and IAM configuration troubleshooting.

• Familiarity with REST APIs.

• Proficient in scripting languages (Bash, Powershell).

🏝️ Benefits

• JumpCloud® is dedicated to a Remote First workplace.

• Fast-paced SaaS environment.

• Opportunities for sharing knowledge and growing expertise.

• Access to a supportive board and executive team.

• Equal opportunity employer.