Customer Support Engineer, Tier 2 - India
About The Role
As a Customer Support Engineer - Tier 2 and Partner Support 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 Customer Support Engineer- Tier 2 you will help provide mentoring and training to Tier 1 Engineers, apply your deep technical knowledge to resolve customer issues, and regularly interface across Support and Engineering to ensure the timely resolution of defects.
Resolve complex and urgent technical issues and customer escalations through email, phone, and chat interactions
Manage a queue of support tickets for high priority and complex technical issues
Provide mentoring and coaching to Tier 1 Technical Support Engineers
Partner with Engineering to drive resolution of critical issues, outages, and defects
Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date
Maintain a deep technical understanding of the entire JumpCloud Platform while serving as an SME to develop internal training
Work closely with Account 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
Inspired technology professionals who love the challenge of supporting our customers and internal teams to ensure the successful adoption, usage, integration of the JumpCloud platform.
Minimum of 5 years experience in a technical, customer-facing position
Excellent interpersonal communication, passion for learning new technologies, AI and understanding how to utilize them in a customer-facing environment
Strong oral and written communication skills are imperative.
A logical approach to problem solving.
In-depth knowledge of Single Sign-on (SAML, OIDC, SCIM)
Solid understanding of networking fundamentals, including IP, TLS, DNS, and RADIUS configuration.
Experience with the Windows platform - Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience
Strong customer empathy with the ability to manage stakeholders effectively during high-impact incidents
Directory Services (Azure, G Suite, Okta, LDAP)
Active Directory platform - Domain Forests, GPOs, Azure Active Directory (AAD), User/Group Management, Network Architecture and Design
Previous JumpCloud experience
Experience leveraging AI Tools to enhance Operations and the Customer Experience.
Track record of automating IT services via scripting, PowerShell, Slack, and APIs
Experience supporting AWS environments
Experience supporting Managed Service Providers
Shift scheduled for 07:00 - 16:00 UTC Monday-Friday
On-Call Requirement (Saturday&Sunday - On a rotation basis of 2 weekends every 13-17 weeks)