About JumpCloud®
JumpCloud is Intelligent, Secure IT.
Responsibilities:
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Provide technical support, troubleshooting and issue resolution to our customers via email, telephone, chat or remote web session.
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Manage a queue of support tickets for high priority and complex technical issues
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Reproduce issues in-house and respond to customers in a timely manner.
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Collaborate with peers, escalation points, mentors, our knowledge base, community forums and other internal tools to provide the most effective, world-class solutions for our customers.
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Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date
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Maintain a technical understanding of the entire JumpCloud Platform
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Collaborate with Account Manager and Implementation Engineers to ensure the success of our new customers as they transition into the day to day use of our product
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Develop and maintain internal knowledge base articles to increase shared knowledge among the entire support engineering team
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Collaborate with peers on projects aimed at improving the customer and support engineer experiences
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On-call rotation required. Duties include monitoring of status updates and external customer responses to incoming cases during outage.
Requirements:
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Minimum of 3 years of experience in a technical, customer-facing position, preferably in a SaaS environment
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Minimum of 2 year of experience working with mission critical customer issues and customer and technical escalations
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Good knowledge with configuring & troubleshooting Single Sign-on (SAML+ SCIM)
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Good experience with configuring & troubleshooting RADIUS
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General Networking understanding
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Excellent interpersonal communication
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Strong oral and written communication skills
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Understanding of user onboarding and offboarding practices.
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Understanding of Information security best practices
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Passion for learning new technologies
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Enthusiasm for collaborative working
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Ability to thrive in a rapidly changing environment
Preferred experience:
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Non-Windows Directory Services (G Suite, AWS, LDAP)
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REST APIs
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Scripting(Powershell, CMD, BASH)
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Using AI to enhance your productivity
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AI Prompt Engineering skills
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Full-time remote working and self-motivated productivity.
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Using macOS hardware as your primary work-device
Shift Schedule:
- Mon-Fri 11:00-20:00 CST
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