Customer Support Engineer, Tier 2

February 26

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JumpCloud

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JumpCloud is a unified identity, device, and access management platform that helps organizations centrally manage and secure their IT infrastructure across multiple operating systems and devices. It provides comprehensive solutions for cross-platform device management, cloud-first directory services, Active Directory modernization, and hybrid work enablement. JumpCloud enhances security through features such as zero trust security, passwordless authentication, and multi-factor authentication. Its platform supports automated onboarding and offboarding, identity lifecycle management, conditional access, and compliance management. JumpCloud integrates with various HR systems and offers SaaS management, allowing companies to streamline IT operations and reduce complexity. Trusted by organizations worldwide, JumpCloud is recognized for its ability to unify and secure digital workplace environments efficiently and effectively.

Device Management • Extend AD/LDAP to the cloud • Software as a service (SAAS) • Cloud Identity Management • Single Sign-On

201 - 500 employees

Founded 2013

☁️ SaaS

🔐 Security

🏢 Enterprise

💰 $66M Series F on 2021-10

📋 Description

• All roles at JumpCloud® are Remote unless otherwise specified in the Job Description. • About JumpCloud®: JumpCloud® delivers a unified open directory platform that makes it easy to securely manage identities, devices, and access across your organization. With JumpCloud®, IT teams and MSPs enable users to work securely from anywhere and manage their Windows, Apple, Linux, and Android devices from a single platform. JumpCloud® is IT Simplified. • About the Role: As a Technical Support Engineer - Tier 2 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 high priority and mission critical customer issues in a fast-paced environment. As a Technical Support Engineer- Tier 2 you will apply your technical knowledge to resolve customer issues and regularly interface across Support and Engineering to ensure the timely resolution of defects.

🎯 Requirements

• Minimum of 5 years of experience in a technical, customer-facing position, preferably in a SaaS environment. • Minimum of 2 years of experience working with mission critical customer issues and customer and technical escalations. • Excellent interpersonal communication. • In-depth knowledge of the Windows platform - Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience. • Understanding of the Active Directory platform - Domain Forests, GPOs, Azure Active Directory (AAD), User/Group Management. • Strong oral and written communication skills. • Experience with configuring & troubleshooting Single Sign-on (SAML+ SCIM). • 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.