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.
Responsibilities:
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
On-call rotation required. Duties include monitoring of status updates and external customer responses to incoming cases during outage.
Requirements:
Minimum of 3 years of experience in a technical, customer-facing position, preferably in a SaaS environment
Minimum of 2 year of experience working with mission critical customer issues and customer and technical escalations
Good knowledge with configuring & troubleshooting Single Sign-on (SAML+ SCIM)
Good experience with configuring & troubleshooting RADIUS
General Networking understanding
Excellent interpersonal communication
Strong oral and written communication skills
Understanding of user onboarding and offboarding practices.
Understanding of Information security best practices
Passion for learning new technologies
Enthusiasm for collaborative working
Ability to thrive in a rapidly changing environment
Preferred experience:
Non-Windows Directory Services (G Suite, AWS, LDAP)
REST APIs
Scripting(Powershell, CMD, BASH)
Using AI to enhance your productivity
AI Prompt Engineering skills
Full-time remote working and self-motivated productivity.
Using macOS hardware as your primary work-device
Shift Schedule:
- Mon-Fri 11:00-20:00 CST
#LI-JG1
Skills Required
- At least 3 years of experience in a technical, customer-facing position, preferably in a SaaS environment
- At least 2 years of experience handling mission-critical customer issues and technical escalations
- Experience configuring and troubleshooting Single Sign-On using SAML and SCIM
- Experience configuring and troubleshooting RADIUS
- General networking knowledge
- Excellent interpersonal communication
- Strong oral and written communication skills
- Understanding of user onboarding and offboarding practices
- Understanding of information security best practices
- Passion for learning new technologies
- Ability to work collaboratively
- Ability to thrive in a rapidly changing environment
- Experience with non-Windows directory services such as G Suite, AWS, or LDAP
- Experience with REST APIs
- Scripting experience with PowerShell, CMD, or Bash
- Experience using AI to enhance productivity
- AI prompt engineering skills
- Full-time remote work experience and self-motivated productivity
- Experience using macOS hardware as a primary work device
- Fluent spoken and written English
- Must be located in and authorized to work in Mexico
What the Team is Saying
JumpCloud Compensation & Benefits Highlights
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Healthcare Strength — Day-one medical, dental, and vision in the U.S., with HSA options and employer contributions, are complemented by no-cost EAP support and mental-health coverage. Expanded medical travel coverage is also highlighted when in-network care is not available nearby.
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Retirement Support — A U.S. 401(k) with employer matching (50% up to 6% per Built In) anchors the retirement offering. Access to a personal financial consultant at no cost provides additional planning support.
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Leave & Time Off Breadth — Flexible/unlimited PTO is emphasized alongside paid sick days, paid holidays, and wellness days. Parental and family medical leave are also highlighted.
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.
