Sr. Customer Support Engineer at JumpCloud

| Greater Boulder Area
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Position: Sr. Customer Support Engineer
 
What you’ll be doing:
This is an excellent opportunity to join an earlier stage company with a great product to 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 customers with mission critical technical software. You’ll work with 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
  • 3-5 years experience in a technical, customer-facing position supporting web-based applications, SaaS experience would be a plus
  • 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:
  • 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
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • PowerShellLanguages
    • Node.jsFrameworks
    • VueFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

We are located in the business park adjacent to the Home Depot off of McCaslin Boulevard in Louisville!

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

How do you collaborate with other teams in the company?

I work with multiple teams across the organization to highlight and recruit for openings at JumpCloud. We like to have a diverse group of people in our interview process. Hiring at pace is a huge goal for JumpCloud so it's essential for us to build connections with all of our stakeholders.

Zeynep

Manager, Talent Acquisition

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

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
JumpCloud employees can contribute up to $2750.00 annually to their FSA.
Disability Insurance
Disability insurance covers 50% of annual salary up to $10000 monthly maximum payout.
Dental Benefits
Vision Benefits
Health Insurance Benefits
JumpCloud's health insurance policy covers up to ___% of out of pocket expenses.
Life Insurance
Life insurance is equal to 1 times an employee's annual salary.
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
JumpCloud provides employees with a flexible work schedule that includes ___.
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Return-to-work program post parental leave
Company sponsored family events
JumpCloud sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
JumpCloud offers an unlimited PTO program to our team members.
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
JumpCloud hosts company outings Monthly.
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
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