Highly Technical Windows and Active Directory Support Specialist

hace 5 días


Xico, México Jumpcloud Inc., Corporation A tiempo completo

Job Description: As a Tier 2 Customer Support Engineer with JumpCloud Inc., Corporation, you will be responsible for delivering exceptional technical support to our customers. We are seeking a highly skilled self-starter who can exceed customer expectations across various support channels.

Responsibilities:

  • Provide technical support, troubleshooting, and issue resolution via email, telephone, chat, or remote web session.
  • Manage high priority and complex technical issues in a fast-paced environment.
  • Reproduce issues in-house and respond to customers in a timely manner.
  • Collaborate with peers, escalation points, mentors, knowledge base, community forums, and internal tools to provide world-class solutions.
  • Maintain a technical understanding of the entire JumpCloud Platform.
  • Collaborate with Account Manager and Implementation Engineers to ensure customer success.
  • Develop and maintain internal knowledge base articles to increase shared knowledge.
  • Collaborate on projects aimed at improving the customer and support engineer experiences.

Requirements:

  • 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 customer and technical escalations.
  • Excellent interpersonal communication skills.
  • In-depth knowledge of the Windows platform, including Registry Hives, LGPOs, PowerShell, CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience.
  • 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 & troubleshooting Single Sign-on (SAML + SCIM).
  • Understanding of user onboarding and offboarding practices.
  • Passion for learning new technologies.
  • Enthusiasm for collaborative working.
  • Ability to thrive in a rapidly changing environment.

Benefits:

  • Fully remote work arrangement.
  • Self-motivated productivity encouraged.
  • Opportunities for professional growth and development.
  • Competitive estimated salary: $120,000 - $150,000 per year, depending on location and experience.


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