As a Customer Support Engineer - Tier 2 and Partner Support 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 Customer Support Engineer- Tier 2 you will help provide mentoring and training to Tier 1 Engineers, apply your deep 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:
Resolve complex and urgent technical issues and customer escalations through email, phone, and chat interactions
Manage a queue of support tickets for high priority and complex technical issues
Provide mentoring and coaching to Tier 1 Technical Support Engineers
Partner with Engineering to drive resolution of critical issues, outages, and defects
Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date
Maintain a deep technical understanding of the entire JumpCloud Platform while serving as an SME to develop internal training
Work closely with Account Managers 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:
Inspired technology professionals who love the challenge of supporting our customers and internal teams to ensure the successful adoption, usage, integration of the JumpCloud platform.
Minimum of 5 years experience in a technical, customer-facing position
Excellent interpersonal communication, passion for learning new technologies, AI and understanding how to utilize them in a customer-facing environment
Strong oral and written communication skills are imperative.
A logical approach to problem solving.
In-depth knowledge of Single Sign-on (SAML, OIDC, SCIM)
Solid understanding of networking fundamentals, including IP, TLS, DNS, and RADIUS configuration.
Experience with the Windows platform - Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience
Strong customer empathy with the ability to manage stakeholders effectively during high-impact incidents
Understanding or exposure to one or more of the following is critical:
Directory Services (Azure, G Suite, Okta, LDAP)
Active Directory platform - Domain Forests, GPOs, Azure Active Directory (AAD), User/Group Management, Network Architecture and Design
Previous JumpCloud experience
Experience leveraging AI Tools to enhance Operations and the Customer Experience.
Track record of automating IT services via scripting, PowerShell, Slack, and APIs
Experience supporting AWS environments
Experience supporting Managed Service Providers
Shift Requirements - EMEA Shift Coverage:
Shift scheduled for 07:00 - 16:00 UTC Monday-Friday
On-Call Requirement (Saturday&Sunday - On a rotation basis of 2 weekends every 13-17 weeks)
What the Team is Saying
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
Gallery
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.
