Customer Support Engineer, Tier 1 Windows - Mexico
Job description
A remote technical support role at JumpCloud providing troubleshooting and issue resolution to customers via email, phone, chat or remote sessions. The role focuses on complex technical support tickets for the JumpCloud platform, including on-call rotation.
At a glance
- Employment
- Full-time
- Work mode
- Remote
- Languages
- English – fluent
What you'll do
- 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, including monitoring of status updates and external customer responses to incoming cases during outage
What we're looking for
- Minimum of 3 years of experience in a technical, customer-facing position, preferably in a SaaS environment
- Minimum of 2 year of experience working with mission critical customer issues and customer and technical escalations
- Good knowledge with configuring & troubleshooting Single Sign-on (SAML+ SCIM)
- Good experience with configuring & troubleshooting RADIUS
- General Networking understanding
- Excellent interpersonal communication
- Strong oral and written communication skills
- 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
- You must be located in and authorized to work in the country noted in the job description
- Speak and write in English fluently
Nice to have
- Non-Windows Directory Services (G Suite, AWS, LDAP)
- REST APIs
- Scripting (Powershell, CMD, BASH)
- Using AI to enhance your productivity
- AI Prompt Engineering skills
- Full-time remote working and self-motivated productivity
- Using macOS hardware as your primary work-device
How to get hired
- 1Interview and any additional screening process will take place primarily in English
- 2Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud
Apply
Direct apply at JumpCloud
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About JumpCloud
Intelligent, Secure IT.
JumpCloud® is the AI-powered unified IT management platform designed to secure the modern workforce. By consolidating identity, device, and access management, JumpCloud provides intelligent, secure IT that scales from human users to autonomous AI agents. We help organizations around the globe eliminate complexity and turn AI risk into an optimized advantage, ensuring the right people and agents have secure access to the right resources at all times.
Mission
To secure the modern workforce by consolidating identity, device, and access management, providing intelligent, secure IT that scales from human users to autonomous AI agents.
Key facts
- IT management software
- Remote First company
- Teams in 15+ countries around the world
- Conducts internal business in English
- Three core values, one of which is "Build Connections"
What they value
- Build Connections