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Technical Support Engineer

hace 2 meses

Puebla, Puebla, México Jumpcloud A tiempo completo
About the Role

We are seeking a highly skilled Technical Support Engineer - Tier 1 to join our team at JumpCloud. As a key member of our support team, you will be responsible for providing world-class technical support to our customers.

Key Responsibilities
  • 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 effective 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, with duties including 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 skills
  • In-depth knowledge of the Windows platform, including Registry Hives, LGPOs, PowerShell, and CMD
  • Understanding of the Active Directory platform, including Domain Forests, GPOs, Azure Active Directory (AAD), User/Group Management
  • Strong oral and written communication skills
  • Experience with configuring and 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
Preferred Experience
  • Providing live chat support to technical customers and technology stakeholders
  • Non-Windows Directory Services (G Suite, AWS, LDAP)
  • Networking and Authentication (RADIUS)
  • REST APIs
  • Scripting (PowerShell, CMD, BASH)
  • Full-time remote working and self-motivated productivity
  • Using macOS hardware as your primary work device
Available Shifts

We offer flexible scheduling to accommodate your needs. Please note that on-call rotation is required.