Customer Support Engineer, Tier 1 Windows - JumpCloud

About JumpCloud®

JumpCloud® is the AI-powered unified IT management platform designed to secure the modern workforce. By consolidating identity, device, and access management, JumpCloud provides intelligent, secure IT that scales from human users to autonomous AI agents. We help organizations around the globe eliminate complexity and turn AI risk into an optimized advantage, ensuring the right people and agents have secure access to the right resources at all times.

About the Role

As a Customer Support Engineer - Tier 1, you will be responsible for providing world-class technical support to JumpCloud’s customers. We are looking for a highly technical self-starter that is driven to exceed customer expectations across JumpCloud’s various support channels. This position will resolve high priority and mission critical customer issues in a fast-paced environment. As a Technical Support Engineer- Tier 1 you will apply your technical knowledge to resolve customer issues, and regularly interface across Support and Engineering to ensure the timely resolution of defects.

Responsibilities

• Provide technical support, troubleshooting and issue resolution to our customers via email, telephone, chat or remote web session.
• Manage a queue of support tickets for high priority and complex technical issues.
• Reproduce issues in-house and respond to customers in a timely manner.
• Collaborate with peers, escalation points, mentors, our knowledge base, community forums and other internal tools to provide the most effective, world-class solutions for our customers.
• Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date.
• Maintain a technical understanding of the entire JumpCloud Platform.
• Collaborate with Account Manager and Implementation Engineers to ensure the success of our new customers as they transition into the day to day use of our product.
• Develop and maintain internal knowledge base articles to increase shared knowledge among the entire support engineering team.
• Collaborate with peers on projects aimed at improving the customer and support engineer experiences.
• On-call rotation required. Duties include monitoring of status updates and external customer responses to incoming cases during outage.

Requirements

• Minimum of 3 years of experience in a technical, customer-facing position, preferably in a SaaS environment.
• Minimum of 2 year of experience working with mission critical customer issues and customer and technical escalations.
• Good knowledge with configuring & troubleshooting Single Sign-on (SAML+ SCIM).
• Good experience with configuring & troubleshooting RADIUS.
• General Networking understanding.
• Excellent interpersonal communication.
• Strong oral and written communication skills.
• Understanding of user onboarding and offboarding practices.
• Understanding of Information security best practices.
• Passion for learning new technologies.
• Enthusiasm for collaborative working.
• Ability to thrive in a rapidly changing environment.

Preferred experience

• Non-Windows Directory Services (G Suite, AWS, LDAP).
• REST APIs.
• Scripting (Powershell, CMD, BASH).
• Using AI to enhance your productivity.
• AI Prompt Engineering skills.
• Full-time remote working and self-motivated productivity.
• Using macOS hardware as your primary work-device.

Shift Schedule

• Mon-Fri 11:00-20:00 CST