Tier 2 Customer Support Engineer - Windows and Active Directory

May 8

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JumpCloud

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

201 - 500

💰 $66M Series F on 2021-10

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 the outage.

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

Benefits

• 11 paid holidays • Generous Accrued Time Off increasing with years of service • Generous paid sick time • Annual day of service