Customer Support Engineer

hace 6 días

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

As a Technical Support Engineer at JumpCloud, you will be responsible for providing exceptional technical support to our customers. We are seeking a highly skilled and self-motivated individual who can resolve complex technical issues in a fast-paced environment.

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, and internal tools to provide effective solutions
  • Maintain a technical understanding of the entire JumpCloud Platform
  • Collaborate with Product and Learning teams to ensure customer education programs are accurate and up-to-date
  • Develop and maintain internal knowledge base articles to increase shared knowledge among the support engineering team
  • Collaborate with peers on projects aimed at improving the customer and support engineer experiences
  • Participate in on-call shifts, monitoring status updates and external customer responses to incoming cases during outages

Requirements

We are looking for a candidate with a minimum of 5 years of experience in a technical, customer-facing position, preferably in a SaaS environment. The ideal candidate will have a deep understanding of Single Sign-On technologies, including SAML, SCIM, and OIDC. They will also have excellent interpersonal communication skills and be able to create and troubleshoot SSO integrations between Identity Providers and Service Providers.

Preferred Experience

  • In-depth knowledge of the Windows platform, including Registry Hives, LGPOs, PowerShell, and CMD
  • Understanding of the Active Directory platform, including Domain Forests, GPOs, and Azure Active Directory
  • Non-Windows Directory Services, such as G Suite, AWS, and LDAP
  • Networking and Authentication, including RADIUS
  • REST APIs and scripting languages, such as PowerShell and BASH

About JumpCloud

JumpCloud is a unified open directory platform that makes it easy to securely manage identities, devices, and access across your organization. We are committed to being Remote First, meaning that you will be able to work remotely within the country noted in the job description.

What We Offer

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and detail-oriented individual who is passionate about providing exceptional customer support, we encourage you to apply for this exciting opportunity.

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