A remote Design role at JumpCloud.
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Original listing text, shown exactly as published by the company.
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.
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Provide technical support, troubleshooting and issue resolution to our customers via email, phone, chat or remote web session.
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Manage a queue of support tickets for high priority and complex technical issues.
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Reproduce issues in-house and respond to customers in a timely manner.
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Collaborate with Peers, Mentors, Escalation Engineers, Knowledge Base and other internal tools to provide the most effective, world-class solutions for our customers.
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Evaluate, identify, and escalate platform bugs and issues as they are encountered.
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Maintain a technical understanding of the entire JumpCloud Platform.
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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.
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Develop and maintain knowledge base articles to increase shared knowledge among the entire Support Engineering team.
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Collaborate with peers on projects aimed at improving the customer and Support Engineering operations.
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Minimum of 3 years experience in a technical, customer-facing position, preferably in a SaaS environment.
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Minimum of 2 years experience working with mission critical customer issues and customer & technical escalations.
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Excellent interpersonal communication skills.
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Ability to leverage AI to enhance self productivity and customer experience with the Support.
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Passion for learning new technologies and understanding how to utilize them in a customer-facing environment.
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Ability to thrive in a dynamically evolving environment.
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Strong oral and written communication skills.
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A logical and analytical approach to problem solving.
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In - Depth Knowledge of the Linux OS, including but not limited to - SSH, PAM, UID/GID management, package management.
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Knowledge of the Apple platform, including but not limited to - MDM Enrollment, DEP, Configuration Profiles, Policies, iOS management, Keychain, User Management.
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Working knowledge of Windows OS, including but not limited to - MDM, User Management, Registry Keys, Powershell.
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Asset Management and Software Deployment troubleshooting.
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LDAP and RADIUS technologies configuration and troubleshooting
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Directory Services Integrations (Google Workspace, Microsoft 365, AD, Okta, HR tools)
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Single Sign On (SAML+ SCIM)
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Information Security Best Practises
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User Lifecycle Management and IAM configuration troubleshooting
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REST APIs
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Scripting (Bash, Powershell)
JumpCloud
Design
23 open roles on Sydicom
JumpCloud is an American enterprise software company headquartered in Louisville, Colorado. The company was formally launched in 2013 at TechCrunch Disrupt Battlefield with its announcement of an automated server management tool. JumpCloud offers a cloud-based directory platform that centralizes identity, access, and device management for both human and non-human identities.
Source: Wikipedia
