Technical Support Engineer

hace 6 días


Ciudad de México, Ciudad de 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 exceptional technical support to our customers, resolving complex technical issues, and collaborating with our engineering team to ensure timely resolution of defects.

Responsibilities:
  • Provide technical support and troubleshooting to customers via various channels, including email, chat, and remote web sessions.
  • Manage a queue of high-priority support tickets and resolve complex technical issues in a timely manner.
  • Collaborate with peers, escalation points, and mentors to provide effective solutions for customers.
  • Develop and maintain internal knowledge base articles to increase shared knowledge among the support team.
  • Participate in on-call shifts and be available to respond to alerts and customer inquiries during assigned shifts.
Requirements:
  • Minimum of 3-5 years of system administrator experience in a technical, customer-facing position, preferably in a SaaS environment.
  • Minimum of 3 years of experience working with mission-critical customer issues and technical escalations.
  • Proficient level of oral and written English communication skills.
  • In-depth knowledge of the Windows platform, including Registry Hives, LGPOs, PowerShell, and CMD.
Preferred Experience:
  • Providing live chat support to technical customers and technology stakeholders.
  • Experience with non-Windows directory services, such as G Suite and LDAP.
  • Knowledge of networking and authentication protocols, including RADIUS.
  • Experience with scripting languages, including PowerShell, CMD, and BASH.
Why Join JumpCloud:

At JumpCloud, we value our employees and strive to create a positive and inclusive work environment. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and customer-focused individual who is passionate about delivering exceptional technical support, we encourage you to apply for this exciting opportunity.



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