Advanced Support Specialist, SSO and Identity Management Expert
hace 1 semana
About the Role:
We are seeking a highly skilled Technical Support Engineer to join our team in providing exceptional support to our customers.
As a Technical Support Engineer - Tier 2, you will be responsible for resolving high-priority and mission-critical customer issues in a fast-paced environment.
You will apply your technical expertise to troubleshoot and resolve customer issues, collaborating with peers, escalation points, and internal tools to provide world-class solutions.
This is a fantastic opportunity for someone with deep subject matter expertise within the SSO realm to build and strengthen their technical skill set.
Responsibilities:
- Provide technical support and troubleshooting via email, telephone, chat, or remote web sessions.
- Manage a queue of high-priority and complex technical issues.
- Reproduce issues in-house and respond to customers in a timely manner.
- Collaborate with peers and escalation points to provide effective solutions.
- Maintain a technical understanding of the JumpCloud Platform.
- Collaborate with Customer Success Managers and Implementation Engineers to ensure new customer success.
- Develop and maintain internal knowledge base articles.
Requirements:
- Minimum 5 years of experience in a technical, customer-facing position.
- Minimum 2 years of experience working with mission-critical customer issues.
- Excellent interpersonal communication skills.
- Deep understanding of Single Sign-On technologies (SAML, SCIM, OIDC).
- Thorough knowledge of the SSO authentication process and commonly used fields.
- Ability to create and troubleshoot SSO integrations between IdPs and SPs.
- Understanding of API and RESTful services.
- Strong oral and written communication skills in English.
Preferred Experience:
- Previous experience supporting customers across multiple support channels.
- In-depth knowledge of the Windows platform.
- Understanding of Active Directory and Azure Active Directory.
- Non-Windows Directory Services (G Suite, AWS, LDAP).
- Scripting languages (Powershell, CMD, BASH).
Salary: $85,000 - $110,000 per year.
Benefits:
- Fully remote work arrangement.
- Comprehensive health insurance.
- 401(k) matching.
- Generous paid time off.
Why JumpCloud?
JumpCloud is an incredible place to share and grow your expertise. You'll work with amazing talent across each department who are passionate about our mission.
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