Tier 1 Customer Support Engineer, Mac & Linux - India

Customer Support Engineer - Tier 1

All roles at JumpCloud® are Remote unless otherwise specified in the Job Description.

About JumpCloud®

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.

About the Role:

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

Where you'll be working/Location:

JumpCloud® is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description.

You must be located in and authorized to work in the country noted in the job description to be considered for this role. Please note: There is an expectation that our engineers participate in on-call shifts. You will be expected commit to being ready and able to respond during your assigned shift, so that alerts don't go unaddressed.

Language:

JumpCloud® has teams in 15+ countries around the world and conducts our internal business in English. The interview and any additional screening process will take place primarily in English. To be considered for a role at JumpCloud®, you will be required to speak and write in English fluently. Any additional language requirements will be included in the details of the job description.

Why JumpCloud®?

If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you! JumpCloud® is an incredible place to share and grow your expertise! You'll work with amazing talent across each department who are passionate about our mission. We're out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You'll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.

One of JumpCloud®'s three core values is to "Build Connections." To us that means creating "human connection with each other regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc. We care deeply about the people that we work with and want to see everyone succeed." - Rajat Bhargava, CEO

Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud®. Please note JumpCloud® is not accepting third party resumes at this time.

JumpCloud® is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Scam Notice:

Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of JumpCloud. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note that JumpCloud will never ask for any personal account information, such as credit card details or bank account numbers, during the recruitment process. Additionally, JumpCloud will never send you a check for any equipment prior to employment.

All communication related to interviews and offers from our recruiters and hiring managers will come from official company email addresses (@jumpcloud.com) and will never ask for any payment, fee to be paid or purchases to be made by the job seeker. If you are contacted by anyone claiming to represent JumpCloud and you are unsure of their authenticity, please do not provide any personal/financial information and contact us immediately at View email address on click.appcast.io with the subject line "Scam Notice"