JumpCloud
Device Management • Extend AD/LDAP to the cloud • Software as a service (SAAS) • Cloud Identity Management • Single Sign-On
Customer Support Engineer, Tier 1
May 7
JumpCloud
Device Management • Extend AD/LDAP to the cloud • Software as a service (SAAS) • Cloud Identity Management • Single Sign-On
Description
• Provide technical support, troubleshooting and issue resolution to our customers via email, telephone, 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, escalation points, mentors, our knowledge base, community forums and other internal tools to provide the most effective, world-class solutions for our customers. • Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date • Maintain a technical understanding of the entire JumpCloud Platform • Collaborate with Account Manager 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 internal 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 engineer experiences • On-call rotation required. Duties include monitoring of status updates and external customer responses to incoming cases during outage.
Requirements
• Minimum of 3-5 years of system administrator experience in a technical, customer-facing position, preferably in a SaaS environment. • Minimum of 3 years of experience working with mission critical customer issues and customer and technical escalations • Proficient level of oral and written English communication skills (This role provides phone and chat support to external customers). • In-depth knowledge of the Windows platform - Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience
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