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Easy Apply
Handle inbound technical support cases for a cloud Directory-as-a-Service platform: triage and resolve issues via email, manage queues and response SLAs, document and author knowledge-base articles, identify and report trends, and collaborate with internal teams to deliver world-class support.
All roles at JumpCloud® are Remote unless otherwise specified in the Job Description.
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.
We are seeking inspired technology professionals who thrive on challenges and aspire to be part of a cutting-edge, cloud-based Directory Platform. As a Customer Support Associate, you will oversee daily inbound case queues and tooling, contribute to technical documentation, and engage directly with our customers to ensure their success.
This is an exceptional opportunity to join a well-funded, rapidly growing company with a market-leading product. You will have the chance to expand your technical expertise and share your knowledge as we scale our global, world-class support team. You will collaborate with passionate team members to support an expanding worldwide user base.
This is an exceptional opportunity to join a well-funded, rapidly growing company with a market-leading product. You will have the chance to expand your technical expertise and share your knowledge as we scale our global, world-class support team. You will collaborate with passionate team members to support an expanding worldwide user base.
What you'll be doing:
Monitor and manage the assignment of technical support requests within inbound queues, ensuring adherence to designated response times.
Recognize and report trends or similarities in support requests and collaborate with internal teams as necessary.
Research technologies to author comprehensive knowledge base articles for both internal use and end-user self-service.
Provide technical support and issue resolution via email, conducting thorough triaging to address customer account needs.
Collaborate with peers, mentors, our knowledge base, community forums and other internal tools, to provide the most effective, world-class solutions to our customers.
We're looking for:
A strong commitment to customer success through the effective utilization of Directory-as-a-Service software.
Highly motivated and eager to engage in continuous professional development.
A genuine passion for technology and cloud-forward organizations.
Exceptional interpersonal skills and a drive to master new technologies to benefit customers.
Professional proficiency in oral and written English is essential.
A logical approach to problem solving.
Ability to multitask and context switch in a fast-paced environment.
Excellent organizational skills.
Preferred Qualifications:
- Bachelor’s degree desired but not required.
Shift Schedule:
Mon-Fri 20:30-05:30 IST (09:00-18:00 MDT)
#LI-YI1
Where you’ll be working/Location:
JumpCloud® is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description.
You must be located in and authorized to work in the country noted in the job description to be considered for this role.
Please note: There is an expectation that our engineers participate in on-call shifts. You will be expected commit to being ready and able to respond during your assigned shift, so that alerts don't go unaddressed.
Language:
JumpCloud® has teams in 15+ countries around the world and conducts our internal business in English. The interview and any additional screening process will take place primarily in English. To be considered for a role at JumpCloud®, you will be required to speak and write in English fluently. Any additional language requirements will be included in the details of the job description.
Why JumpCloud®?
If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you! JumpCloud® is an incredible place to share and grow your expertise! You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.
One of JumpCloud®'s three core values is to “Build Connections.” To us that means creating " human connection with each other regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc. We care deeply about the people that we work with and want to see everyone succeed." - Rajat Bhargava, CEO
Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud®. Please note JumpCloud® is not accepting third party resumes at this time.
JumpCloud® is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Scam Notice:
Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of JumpCloud. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note that JumpCloud will never ask for any personal account information, such as credit card details or bank account numbers, during the recruitment process. Additionally, JumpCloud will never send you a check for any equipment prior to employment.
All communication related to interviews and offers from our recruiters and hiring managers will come from official company email addresses (@jumpcloud.com) and will never ask for any payment, fee to be paid or purchases to be made by the job seeker. If you are contacted by anyone claiming to represent JumpCloud and you are unsure of their authenticity, please do not provide any personal/financial information and contact us immediately at [email protected] with the subject line "Scam Notice"
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JumpCloud Louisville, Colorado, USA Office
JumpCloud Louisville, CO Office
Our HQ is located between Denver and Boulder. Since we're remote first with employees in most U.S. states and 15+ countries, we use the office as a hub to bring people together for team events and meetings.
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