Customer Support Engineer, Tier 2 - 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 Tier 2 Customer Support Engineer specializing in Windows and Active Directory, you serve as a subject matter expert bridging deep technical troubleshooting and executive-level customer communication.

In this role, you will solve high-complexity identity and directory integration escalations that directly impact enterprise customers' core IT infrastructure. We are seeking an engineer who is eager to expand their impact by learning to support broader platform capabilities, including RADIUS, SSO/SAML/SCIM, and our cutting-edge AI features.

What You’ll Be Doing

• Serve as a senior technical point of contact for executive, VIP, and C-suite stakeholders, driving clear and transparent communication throughout high-pressure incidents and complex customer escalations.
• Manage large-scale commercial and enterprise customer relationships by providing high-level technical guidance to senior leaders and engineers.
• Provide technical support, troubleshooting, and issue resolution to customers via email, telephone, chat, or remote web session, applying deep technical analysis to complex Windows and Active Directory integration challenges.
• Manage a queue of support tickets for high-priority and complex technical issues, leveraging evidence-based troubleshooting—such as log analysis (XPath, event logs), network traces (Wireshark, pktmon), and memory dumps.
• Reproduce issues in-house through structured testing and variable isolation to prove technical theories.
• Collaborate with peers, escalation points, and internal engineering teams to provide clear, high-quality escalations backed by a defensible technical diagnosis.
• Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date based on recurring troubleshooting trends.
• Maintain a deep technical understanding of the entire JumpCloud Platform and its integration with Windows/AD environments.
• Collaborate with Account Managers, Customer Success Managers, and Implementation Engineers to ensure the success of new customers.
• 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 by optimizing diagnostic workflows and internal tooling.
• Participate in an on-call rotation, monitoring status updates and external customer responses during outages.

What We're Looking For

• Experience: 7+ years in a technical, customer-facing SaaS environment, with 2–3+ years of specific experience handling mission-critical technical escalations.
• Executive & VIP Engagement: Proven ability to partner with senior leaders, executives, and internal engineers. Ability to synthesize complex technical root causes into clear, business-impact communication for non-technical stakeholders (CIOs/CISOs).
• Windows & AD Expertise: Deep proficiency in the Windows platform (Registry, PowerShell, Credential Manager, Event Logging) and Active Directory. Proficiency with advanced diagnostic tools (Sysinternals, Wireshark, XPath) and a desire to expand into RADIUS, SSO, and AI features.
• Evidence-Based Troubleshooting: A methodical, systematic approach to resolution, isolating variables and replicating edge cases to build defensible diagnoses.
• Soft Skills & Mentorship: Teaching instinct to mentor peers, document complex workflows, and exercise judgment when setting escalation boundaries.

Preferred Qualifications

• Understanding or exposure to Directory Services (Azure, G Suite, Okta, LDAP)
• Active Directory platform: Domain Forests, GPOs, Azure Active Directory (AAD), User/Group Management, Network Architecture and Design
• Previous JumpCloud experience
• Experience leveraging AI tools to enhance operations and customer experience
• Track record of automating IT services via scripting, PowerShell, Slack, and APIs
• Experience supporting AWS environments
• Experience supporting Managed Service Providers (MSPs)

Shift Requirements

• Scheduled Shift: 12:30–21:30 IST (Monday to Friday)
• On-Call Requirement: Weekend rotation (Saturday & Sunday) for 2 weekends every 13–17 weeks