Technical Support Engineer
hace 2 semanas
We are seeking a highly skilled Technical Support Engineer - Tier 2 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.
Key Responsibilities:- Provide technical support, troubleshooting, and issue resolution to customers via various channels.
- Manage a queue of high-priority and complex technical issues, reproducing issues in-house and responding to customers in a timely manner.
- Collaborate with peers, escalation points, mentors, and internal tools to provide effective solutions for customers.
- Develop and maintain internal knowledge base articles to increase shared knowledge among the support engineering team.
- Participate in on-call shifts, monitoring status updates and responding to customer inquiries during outages.
- Minimum 5-7 years of system administrator experience in a technical, customer-facing position, preferably in a SaaS environment.
- Minimum 5 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.
- Providing live chat support to technical customers and technology stakeholders.
- Non-Windows Directory Services (G Suite, AWS, LDAP).
- Networking and Authentication (RADIUS).
- REST APIs.
- Scripting (Powershell, CMD, BASH).
JumpCloud is a remote-first company, and this role is open to candidates located in the United States. We are committed to being a remote-first company, and we expect our engineers to be self-motivated and productive while working remotely.
Language:JumpCloud conducts its internal business in English, and the interview process will take place primarily in English. To be considered for this role, you must be fluent in English and able to communicate effectively in writing and speaking.
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