Tier 2 Customer Support Engineer - Windows/SSO Focus

September 22

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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 Customer Success 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 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 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 skills. • Deep understanding of Single Sign-On technologies (SAML, SCIM, OIDC). • Thorough knowledge of the SSO authentication process, terms and commonly used fields. • Ability to create and troubleshoot SSO integrations between Identity Providers (IdPs) and Service Providers (SPs). • Ability to troubleshoot (SCIM) provisioning integrations. • Understanding of how attributes, roles, and permissions are translated from IdP to SP for both SSO and (SCIM) provisioning. • Ability to understand and analyze HAR files. • Knowledge of debugging a SAML response from an SP. • Understanding of the OAuth 2.0 protocol and how it is used for OIDC SSO authentication. • Ability to work directly with SPs on troubleshooting SSO and SCIM integrations. • Comfortable doing live troubleshooting sessions with customers. • Understanding of API and RESTful services. • Thorough knowledge of the API protocols and commonly used tools. • Ability to run API calls via the command line or using tools like Postman. • Ability to read and understand API documentation. • Understanding of API authentication methods. • Willingness to perform research into integrated products. • Strong oral and written communication skills in English. • Understanding of user onboarding and off-boarding practices. • Understanding of Information security best practices. • Passion for learning new technologies. • Enthusiasm for collaborative working. • Ability to thrive in a rapidly changing environment.