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
On-call rotation required. Duties include monitoring of status updates and external customer responses to incoming cases during outage.
We're looking for:
Minimum of 5 years of experience in a technical, customer-facing position, preferably in a SaaS environment
Minimum of 2 years of experience working with mission critical customer issues and customer and technical escalations
In-depth knowledge of the Windows platform - Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience
Strong understanding of the Active Directory platform - Domain Forests, GPOs, Azure Active Directory (AAD), User/Group Management.
Experience 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
Bilingual - English and Portuguese, written and verbal
Shift: Monday-Friday 06:00-15:00 MT
Preferred Qualifications:
Knowledge of the macOS platform - FileVault, Keychain, Apple Mobile Device Management (MDM) + DEP, and overall system management.
Experience supporting and troubleshooting one or more Linux distros: Ubuntu, Debian, RHEL, or CentOS.
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
Skills Required
- At least 5 years of experience in a technical, customer-facing role, preferably in a SaaS environment
- At least 2 years of experience handling mission-critical customer issues and technical escalations
- In-depth knowledge of Windows, including Registry Hives, LGPOs, PowerShell, CMD, Windows Credential Manager, Event Logging, and Home, Pro, and Server editions
- Strong understanding of Active Directory, including Domain Forests, GPOs, Azure Active Directory, and user/group management
- Experience configuring and troubleshooting SSO using SAML and SCIM
- Experience configuring and troubleshooting RADIUS
- General networking knowledge
- Excellent interpersonal, oral, and written communication skills
- Understanding of user onboarding and offboarding practices
- Understanding of information security best practices
- Ability to learn new technologies and work collaboratively in a rapidly changing environment
- Bilingual English and Portuguese proficiency, written and verbal
- Knowledge of macOS, including FileVault, Keychain, Apple MDM, DEP, and system management
- Experience supporting and troubleshooting Ubuntu, Debian, RHEL, or CentOS
- Knowledge of non-Windows directory services, including 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
- Experience with full-time remote work and self-directed productivity
- Experience using macOS hardware as a primary work device
What the Team is Saying
JumpCloud Compensation & Benefits Highlights
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Healthcare Strength — Multiple medical plan options (including an HSA with employer contribution) plus dental, vision, EAP, disability, and life insurance are explicitly offered. Feedback suggests the overall healthcare package is a core strength.
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Retirement Support — A 401(k) with company match is clearly provided and repeatedly highlighted in company materials and employee commentary. Feedback suggests retirement benefits contribute meaningfully to total rewards.
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Leave & Time Off Breadth — Flexible/unlimited PTO, paid sick leave, and parental leave are standard, and feedback suggests the time‑off policy is genuinely usable and encouraged. This breadth of leave is consistently noted alongside a remote‑first setup.
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.
