Tier 3 Technical Customer Success Manager

**All roles at JumpCloud are Remote unless otherwise specified in the Job Description.**About JumpCloud**JumpCloud® delivers a unified open directory platform that makes it easy to securely manage identities, devices, and access across your organization. With JumpCloud®, IT teams and MSPs enable users to work securely from anywhere and manage their Windows, Apple, Linux, and Android devices from a single platform. JumpCloud® is IT Simplified.About the Role**:As a scaled **Technical Customer Success Manager (TCSM)**, you’ll be partnering closely with sales, support, product, and engineering teams to deliver a world class customer experience.You will act as a trusted technical advisor to mid-market customers, strategically engaging with customers to drive onboarding, product adoption, and address technical issues to positively impact customer health.You will serve the primary point of contact for customer’s technical needs throughout the customer lifecycle, ensuring all issues are receiving the proper attention.**What you'll be doing**:- Strategically engage with customers and leverage your strong technical skills to help enable new functionality and troubleshoot issues in a hands on fashion- Monitor customer health and proactively identify potential issues by engaging all available resources to resolve the issue and mitigate risk- Develop strong relationships with customers to understand the customer’s environment, challenges, and their overall technical business goals- Act as the main escalation point for technical issues, leading triage, diagnosing, and providing solutions to resolve issues for the customer- Collaborate with Account Managers, Renewal Specialists, Operations, Product, and Engineering to address technical issues and provide relevant customer feedback- Maintain a deep technical understanding of the JumpCloud platform to effectively drive greater customer engagement- Identify potential opportunities and partnering with Account Managers to drive expansion opportunities.**How success is measured**:- Customer health and adoption- Customer Retention**You have**:- 2 years experience working in a technical customer-facing position working on mission critical issues- Clear and effective communicator. Able to quickly grasp and explain technological and business concepts- Experience in technical troubleshooting, and managing internal and external partners or customers.- Excellent problem-solving, project management, and experience managing multiple stakeholders- Bachelor's degree in Engineering, Computer Science, a related field, or equivalent practical experience (e.g., System Administrator or Support Engineer)**Bonus Points for**:- Bachelor's degree in Engineering, Computer Science, a related field, or equivalent practical experience (e.g., System Administrator or Support Engineer)- Previous JumpCloud experience- Experience supporting one or more of the following areas:- User access management, authentication, device management, MDM, security, and system administration#LI-PD1Where you’ll be working/Location**:JumpCloud® is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description.This role is remote in the country of Mexico. You must be located in and authorized to work in Mexico to be considered for this role.Language**:JumpCloud® has teams in 15+ countries around the world and conducts our internal business in English. The interview and any additional screening process will take place primarily in English. To be considered for a role at JumpCloud®, you will be required to speak and write in English fluently. Any additional language requirements will be included in the details of the job description.Why JumpCloud®?**If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you 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. We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.One of JumpCloud®'s three core values is to “Build Connections.” To us that means creating " human connection with each other regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc. We care deeply about the people that we work with and want to see everyone succeed." - Rajat Bhargava, CEOPlease submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud®. Please note JumpCloud® is not accepting third party resumes at this time.JumpCloud® is an equal opportunity employer. All applicants wi