Tier 1 Customer Support Engineer, Mac & Linux - India

As a Customer 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 front line customer issues in a fast-paced environment. As a Customer Support Engineer- Tier 1 you will help provide assistance via Chat, Phone and Email. 

What you’ll be doing:

Provide technical support, troubleshooting and issue resolution to our customers via email, phone, 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, Mentors, Escalation Engineers, Knowledge Base and other internal tools to provide the most effective, world-class solutions for our customers.

Evaluate, identify, and escalate platform bugs and issues as they are encountered.

Maintain a technical understanding of the entire JumpCloud Platform. 

Collaborate with Customer Success Managers, 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 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 Engineering operations.

We’re looking for:

Minimum of 3 years experience in a technical, customer-facing position, preferably in a SaaS environment.

Minimum of 2 years experience working with mission critical customer issues and customer & technical escalations.

Excellent interpersonal communication skills.

Ability to leverage AI to enhance self productivity and customer experience with  the Support.

Passion for learning new technologies and understanding how to utilize them in a customer-facing environment.

Ability to thrive in a dynamically evolving environment.

Strong oral and written communication skills.

A logical and analytical approach to problem solving.

Understanding of the following concepts:

In-Depth knowledge of the Apple platform, including but not limited to - MDM Enrollment, DEP, Configuration Profiles, Policies, iOS management, Keychain, User Management.

Knowledge of the Linux OS, including but not limited to - SSH, PAM, UID/GID management, package management.

Working knowledge of Windows OS, including but not limited to - MDM, User Management, Registry Keys, Powershell.

Asset Management and Software Deployment troubleshooting.

LDAP and RADIUS technologies configuration and troubleshooting

Directory Services Integrations (Google Workspace, Microsoft 365, AD, Okta, HR tools)

Single Sign On (SAML+ SCIM)

Information Security Best Practises

User Lifecycle Management and IAM configuration troubleshooting

REST APIs

Scripting (Bash, Powershell)

Preferred Qualifications:

Experience working at an MSP, VAR, Reseller or as an Support Admin in the realm of IT.
Experience supporting and troubleshooting macOS in-depth and one or more Linux distros - Ubuntu, Debian, RHEL, or CentOS.
Ability to work in a full-time remote environment with self-motivated productivity.
Using MacBook as your primary work-device.
Have experience handling multiple chats and be able to switch the Support channels efficiently, as required.

Shift schedule:

Monday - Friday, 12:30-21:30 IST / 01:00-10:00 MDT

#LI-YM1