Tier 1 Customer Support Engineer

About the Role:

As a Technical Support Engineer - Tier 1 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 1 apply your technical knowledge to resolve customer issues, and regularly interface across Support and Engineering to ensure the timely resolution of defects.

Responsibilities:

• 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 1 year of experience in a technical, customer-facing position, preferably in a SaaS environment
• Minimum of 1 year of experience working with mission critical customer issues and customer and technical escalations
• Excellent interpersonal communication
• In-depth knowledge of core Linux concepts such as Secure Shell (SSH), User Identifier (UID) and Group Identifier (GID) management, Pluggable Authentication Modules (PAM), pkg management (Yum, RPM, Apt, etc.)
• Experience supporting and troubleshooting one or more Linux distros: Ubuntu, Debian, RHEL, or CentOS
• Mobile Device Management (MDM)
• Directory Services (Google Workspace (GWS), Okta, LDAP)
• REST APIs
• Scripting
• User onboarding and offboarding
• Information security best practices

Additional Preferred Experience:

• Knowledge of the macOS platform - FileVault, Keychain, Apple Mobile Device Management (MDM) + DEP, and overall system management.
• iOS Management
• Software Management (VPP)

Available shift for this opportunity:

• Schedule: Tuesday - Saturday, Hours: 8:00AM - 5:00PM US MT (UTC-6)

#LI-OS1