Customer Support Engineer

| Greater Boulder Area
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JumpCloud (www.jumpcloud.com) is searching for the best in the business when it comes to helping to design and build the next generation of server management and directory software. 

 

We built a disruptive new technology called Directory-as-a-Service® and it is reinventing a a two decade old monopoly, giving organizations freedom of choice with their IT solutions.

 

What you’ll be doing:

 

This is an excellent opportunity to join an earlier stage company with a great product, learn a lot and lend your thoughts on building out a world class support team. You’ll work with passionate team members supporting a worldwide user base.

 

We are looking for inspired technology professionals who love the challenge of supporting our customers and internal teams to ensure the successful adoption, usage, integration of our Directory-as-a-Service® (DaaS) platform. 

 

In this position, you will: 

 

  • Provide technical support and issue resolution to our customers through ongoing issue triaging. via email, telephone or remote web session.
  • Collaborate with peers, mentors, our knowledge base, community forums and other internal tools, to provide the most effective, world-class solutions to our customers.
  • Reproduce issues in-house and respond to customers in a timely manner.
  • Regularly follow-up with customers on recommendations, updates and action plans.
  • Escalate issues to Engineering in a timely manner for resolution. 
  • Work with our Account Managers to ensure the success of our new customers as they transition into the day to day use of our product - ensuring the access of their entire employee base to all of the resources needed - their servers, workstations and laptops, the networks they access to all of the web and on-premise applications they use every day.
  • Research and evaluate technologies to create new knowledge base articles that capture new information for reuse throughout the organization and for end users.

 

We’re looking for… a customer service professional who enjoys the challenge of ensuring the success and delight of customers when using our software products.

 

  • A strong desire to see our customers be successful at their positions through the utilization of our Directory-As-A-Service software
  • 1-2 years experience in a technical, customer-facing position is ideal. We’re open to training someone with strong technical aptitude and a history of customer services success. 
  • Excellent interpersonal communication and passion for learning new technologies and understanding how to utilize them in a customer-facing environment
  • Strong oral and written communication skills are imperative.
  • A logical approach to problem solving.
  • Bachelor’s degree desired

 

Nice to have:

  • Previous work experience as an IT Admin or System Administrator in a technical domain and a basic understanding of the following technologies is a big plus, but not required:
    • Directory Services (Active Directory, LDAP)
    • Networking & Authentication (RADIUS a plus!)
    • Single Sign-on
    • SAML protocol
    • Windows, MacOS and Linux Operating Systems
    • User onboarding and offboarding
    • Software systems setup and configuration experience

 

 

Where you’ll be working: Our corporate headquarters in downtown Boulder, Colorado.

 

Why JumpCloud?

This is a great place to share and grow your expertise! You’ll work with a strong team as we build and support a worldwide customer base. We’re out of the box thinkers, so critical thinking and new approaches to enhancing our support experience and product will be valued! 

 

If you enjoy making sure customers are delighted on a daily basis then this is the job for you. 

 

Please submit a your résumé along with a brief explanation about yourself and why you would be a good fit for JumpCloud.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • PowerShellLanguages
    • Node.jsFrameworks
    • VueFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • AWS (Amazon Web Services)Services
    • GitHubServices
    • Google CloudServices
    • Google AnalyticsAnalytics
    • FigmaDesign
    • MiroDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • Monday.comManagement
    • WordpressCMS
    • DocuSignCRM
    • DriftCRM
    • LinkedIn SalesNavigatorCRM
    • OutreachCRM
    • SalesforceCRM
    • Salesforce CPQCRM
    • Salesforce PardotCRM
    • SendGridEmail
    • MarketoLead Gen

Location

Our HQ is located between Denver and Boulder. Since we're remote first with employees in most U.S. states and 14 countries, we use the office as a hub to bring people together for team events and meetings.

An Insider's view of JumpCloud

What’s the vibe like in the office?

A key trait for us is having an open, positive mind. We believe that taking the road less travelled - or at least exercising that path - will create new, different, and interesting ideas. We ask our teams to always consider the outside-of-the-box solution to a problem and encourage them to try those creative ideas.

Aaron

VP of People

What projects are you most excited about?

Growth! JumpCloud is actively growing in Denver/Boulder and across the U.S. Attracting and engaging a diverse group of talent as we continue to expand is my main focus. JumpCloud has a strong culture of learning, so we're always looking at what we're doing and adjusting to make it even better.

Katy

Manager, People Attraction

What makes someone successful on your team?

My team members feel empowered to create, design and execute with a lot of freedom at JumpCloud. This enables them to take an active role in their career development and the development of other team members at JumpCloud.

Courtney

Manager, Learning and Development

How do you make yourself accessible to the rest of the team?

I'm available pretty much anytime via email, Slack, phone, in person. More than the communication vehicles and time, I really like to dig in on projects with our teams. By working on important issues together as just another voice or hand to help, I think that helps the team feel that I'm accessible to them and there to help.

Rajat

CEO

How do you make yourself accessible to the rest of the team?

One of the core roles in our engineering group is called pathfinder. They are constantly looking at different areas of our product and future plans and coming up with innovative new ways to achieve these. These engineers lead sessions with cross-functional teams on how to leverage their innovations for competitive advantage in the marketplace.

Rajat

CEO

What are JumpCloud Perks + Benefits

JumpCloud Benefits Overview

JumpCloud offers comprehensive benefits package as well as many perks to enhance the employee experience! We offer everything from Flexible PTO policy, we are a Remote First company, meaning you could live next to the office and we'd never force you to come in, medical, vision, dental, life, accident insurance, legal perks, identity protection, professional development opportunities, a growing DEI&B program with ERG's, casual work environment, and more!

Culture
Partners with nonprofits
We partner with educational opportunities like the Turing School to provide support for early-career and underrepresented students interested in careers in software development and technology.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
JumpCloud is remote first, you are never required to come to the office (but you can if you want to)!
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
JumpCloud's management team is as diverse as our individual contributors and our executive staff is committed to DEI&B initiatives across the company.
Mandated unconscious bias training
Our unconscious bias training includes culture add vs fit, recency effect, halo/horns effect, like us bias, primacy effect, confirmation bias, and contrast effect and includes strategies to address
Mean gender pay gap below 10%
Diversity employee resource groups
Our ERG's include CloudPride (LGBTQIA+), BlackSpace (Black, Indigenous, and People of Color), WIT (Womxn in Tech), and Pa'lante (Latiné/Hispanic)!
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
JumpCloud employees can contribute up to $2850.00 annually to their FSA.
Disability insurance
Dental insurance
JumpCloud has two different dental plans to choose from.
Vision insurance
Health insurance
JumpCloud offers three different medical plans including an HSA plan where JumpCloud contributes to employees HSA accounts each paycheck (amount varies based on plan). Healthcare coverage starts day 1
Life insurance
JumpCloud offers group life benefits and a variety of voluntary life insurance options.
Wellness programs
JumpCloud offers a premium subscription to the Calm app for each employee!
Mental health benefits
JumpCloud offers an EAP (Employee Assistance Program) at no cost to the employee. Our medical benefits include coverage of mental health/wellness.
Transgender health care benefits
Wellness days
Abortion travel benefits
JumpCloud's employee healthcare benefits include expanded medical travel coverage. Medical travel coverage is available when there is no provider located within 100 miles of an employee's home.
Financial & Retirement
401(K)
In addition to 401k, meet with a personal financial consultant to assist with financial wellness planning. This benefit is provided at no cost to team members and includes unlimited 1:1 sessions.
401(K) matching
JumpCloud matches 50% of employee's contributions up to 6%.
Company equity
Child Care & Parental Leave Benefits
Childcare benefits
JumpCloud offers a dependent care FSA option, where employers can set aside pre-tax dollars for child care or other dependent care.
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
JumpCloud offers an unlimited PTO program to our team members.
Paid holidays
Paid sick days
We have Unlimited Paid Time Off which includes both vacation and sick time.
Flexible time off
Office Perks
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available
Paid industry certifications

Additional Perks + Benefits

JumpCloud is always evaluating and listening to our employees to offer the most beneficial benefits for JumpCloudians!

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