Tier 2 Customer Support Engineer
hace 7 días
As a Technical Support Engineer - Tier 2 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 2 you will apply your technical knowledge to resolve customer issues, and regularly interface across Support and Engineering to ensure the timely resolution of defects
What you'll be doing:- 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.
- Minimum of 5 years of experience in a technical, customer-facing position, preferably in a SaaS environment
- Minimum of 2 years of experience working with mission critical customer issues and customer and technical escalations
- Excellent interpersonal communication
- In-depth knowledge of the Windows platform - Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience
- Understanding of the Active Directory platform - Domain Forests, GPOs, Azure Active Directory (AAD), User/Group Management.
- Strong oral and written communication skills
- Experience with configuring & troubleshooting Single Sign-on (SAML+ SCIM)
- 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
- Providing live chat to technical customers & technology stakeholders
- Non-Windows Directory Services (G Suite, AWS, LDAP)
- Networking & Authentication (RADIUS)
- REST APIs
- Scripting(Powershell, CMD, BASH)
- Full-time remote working and self-motivated productivity.
- Using macOS hardware as your primary work-device
- Schedule: Monday - Friday, Hours: 8:00AM - 17:00 US MT (UTC-6)
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