Highly Technical Support Specialist
hace 6 días
At JumpCloud, we're redefining the way organizations manage identities, devices, and access. Our unified open directory platform makes it easy to securely manage IT infrastructure from anywhere.
The RoleWe're seeking a highly technical Support Engineer - Tier 2 to join our team. As a key member of our support team, you'll be responsible for providing world-class technical support to our customers. Your primary focus will be on resolving high-priority and mission-critical customer issues in a fast-paced environment.
Key Responsibilities:- Manage a queue of support tickets for complex technical issues and respond to customers in a timely manner.
- Collaborate with peers, escalation points, mentors, knowledge bases, community forums, and internal tools to provide effective solutions.
- Maintain a deep understanding of the JumpCloud Platform and contribute to internal knowledge base articles.
- Minimum 5 years of experience in a technical, customer-facing position, preferably in a SaaS environment.
- Minimum 2 years of experience working with mission-critical customer issues and technical escalations.
- Deep understanding of Single Sign-On technologies (SAML, SCIM, OIDC) and their authentication processes.
- Excellent communication skills and ability to troubleshoot complex technical issues.
This is a full-time remote opportunity with a schedule of Monday - Friday, 10:00 AM - 7:00 PM US MT (UTC-6). You'll have the chance to work directly with our Product and Learning teams to ensure customer education programs are accurate and up-to-date.
Salary Information:The estimated salary for this role is $95,000 per year, based on industry standards and location. Please note that this figure is an estimate and may vary depending on individual circumstances.
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