As a Customer Support Engineer - Tier 1 you will be responsible for providing world-class technical support to JumpCloud’s customers. We are looking for a highly technical self-starter that is driven to exceed customer expectations across JumpCloud’s various support channels. This position will resolve high priority and mission critical customer issues in a fast-paced environment. As a Technical Support Engineer- Tier 1 you will apply your technical knowledge to resolve customer issues, and regularly interface across Support and Engineering to ensure the timely resolution of defects.
What You’ll Be Doing:
Provide technical support, troubleshooting and issue resolution to our customers via email, telephone, chat or remote web session.
Manage a queue of support tickets for high priority and complex technical issues.
Reproduce issues in-house and respond to customers in a timely manner.
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.
Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date.
Maintain a technical understanding of the entire JumpCloud Platform.
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.
Develop and maintain internal knowledge base articles to increase shared knowledge among the entire support engineering team.
Collaborate with peers on projects aimed at improving the customer and support engineer experiences.
We're looking for:
Minimum of 1 year of experience in a technical, customer-facing position, preferably in a SaaS environment.
Minimum of 1 year of experience working with mission critical customer issues and customer and technical escalations.
Excellent interpersonal communication.
Strong oral and written communication skills.
In-depth knowledge of the macOS platform - FileVault, Keychain, Apple Mobile Device Management (MDM) + DEP, and overall system management.
Directory Services (Google Workspace (GWS), Okta, LDAP).
iOS Management.
Software Management (VPP).
REST APIs
User onboarding and offboarding.
Information security best practices.
Passion for learning new technologies.
Enthusiasm for collaborative working.
Ability to thrive in a rapidly changing environment.
Additional Preferred Experience:
Knowledge of core Linux concepts such as Secure Shell (SSH), User Identifier (UID) and Group Identifier (GID) management, Pluggable Authentication Modules (PAM), pkg management (Yum, RPM, Apt, etc.).
Experience supporting and troubleshooting one or more Linux distros: Ubuntu, Debian, RHEL, or CentOS.
Providing live chat to technical customers & technology stakeholders.
Scripting.
Using AI to enhance your productivity.
AI Prompt Engineering skills.
Full-time remote working and self-motivated productivity.
Shift Requirements:
Shift scheduled for 9:00-18:00 MDT Monday-Friday / 8:30 pm - 5:30 am IST Monday - Friday
#LI-YM1
Skills Required
- At least 1 year of experience in a technical, customer-facing position, preferably in a SaaS environment
- At least 1 year of experience handling mission-critical customer issues and technical escalations
- Excellent interpersonal communication
- Strong oral and written communication skills
- In-depth knowledge of macOS, including FileVault, Keychain, Apple MDM, DEP, and system management
- Knowledge of directory services including Google Workspace, Okta, and LDAP
- Knowledge of iOS management
- Knowledge of software management using VPP
- Knowledge of REST APIs
- Knowledge of user onboarding and offboarding
- Knowledge of information security best practices
- Knowledge of core Linux concepts, including SSH, UID/GID management, PAM, and package management
- Experience supporting and troubleshooting Ubuntu, Debian, RHEL, or CentOS
- Experience providing live chat support to technical customers and technology stakeholders
- Scripting experience
- AI productivity and prompt engineering skills
- Fluent spoken and written English
- Located in and authorized to work in India
- Availability for the stated Monday-Friday overnight IST shift and assigned on-call shifts
What the Team is Saying
JumpCloud Compensation & Benefits Highlights
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Healthcare Strength — U.S. offerings include day-one medical, dental, and vision coverage plus HSA options, EAP mental-health support, and medical travel where applicable, signaling a robust core health package.
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Leave & Time Off Breadth — Flexible or unlimited PTO, paid sick time, holidays, and highlighted parental leave point to wide-ranging time-off provisions that support work-life needs.
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Parental & Family Support — Parental leave and U.S. dependent care FSA are emphasized, indicating targeted support for families alongside remote-first flexibility.
JumpCloud Insights
What We Do
JumpCloud’s mission is to Make Work Happen®, providing simple, secure access to an organization’s technology resources from any device, or any location. The JumpCloud Open Directory Platform gives IT, security operations, and DevOps a single, cloud-based solution to control and manage employee identities and their devices, and apply conditional access controls based on Zero Trust principals. Since launching in 2012, our global user base has grown to more than 150,000 organizations, with more than 5,000 paying customers including Cars.com, GoFundMe, Grab, ClassPass, Uplight and Peloton. JumpCloud has raised over $400M from world-class investors including Sapphire Ventures, General Atlantic, Sands Capital, Atlassian, and CrowdStrike. Our teams are growing fast, too, and we're looking for talent across engineering, sales, customer success, marketing, product management, and more. Join our team of dedicated, passionate, and creative people who are eager to change the IT industry forever. We live by our core values which are: Build Connections Think Big 1% Better Every Day
Why Work With Us
We offer an incredible opportunity to see your impact. Each team member gets an up close personal view and education into building a fast growing startup. We are transparent about what we are doing, how we are doing it, and the decisions that we are making. There is opportunity to progress and flexibility to find unique approaches to our business
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JumpCloud Offices
Remote Workspace
Employees work remotely.
JumpCloud is committed to being remote-first across the world. We have team members in most U.S. states and in 14 countries.
