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 front line customer issues in a fast-paced environment. As a Customer Support Engineer- Tier 1 you will help provide assistance via Chat, Phone and Email.
What you’ll be doing:
Provide technical support, troubleshooting and issue resolution to our customers via email, phone, 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, Mentors, Escalation Engineers, Knowledge Base and other internal tools to provide the most effective, world-class solutions for our customers.
Evaluate, identify, and escalate platform bugs and issues as they are encountered.
Maintain a technical understanding of the entire JumpCloud Platform.
Collaborate with Customer Success Managers, Account Managers 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 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 Engineering operations.
We’re looking for:
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 Qualifications:
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:
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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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