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 front line customer issues in a fast-paced environment. As a Customer Support Engineer- Tier 1 you will help provide assistance via Chat, Phone and Email.
What you’ll be doing:
Provide technical support, troubleshooting and issue resolution to our customers via email, phone, 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, Mentors, Escalation Engineers, Knowledge Base and other internal tools to provide the most effective, world-class solutions for our customers.
Evaluate, identify, and escalate platform bugs and issues as they are encountered.
Maintain a technical understanding of the entire JumpCloud Platform.
Collaborate with Customer Success Managers, 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 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 Engineering operations.
We’re looking for:
Minimum of 3 years experience in a technical, customer-facing position, preferably in a SaaS environment.
Minimum of 2 years experience working with mission critical customer issues and customer & technical escalations.
Excellent interpersonal communication skills.
Ability to leverage AI to enhance self productivity and customer experience with the Support.
Passion for learning new technologies and understanding how to utilize them in a customer-facing environment.
Ability to thrive in a dynamically evolving environment.
Strong oral and written communication skills.
A logical and analytical approach to problem solving.
Understanding of the following concepts:
In-Depth knowledge of the Apple platform, including but not limited to - MDM Enrollment, DEP, Configuration Profiles, Policies, iOS management, Keychain, User Management.
Knowledge of the Linux OS, including but not limited to - SSH, PAM, UID/GID management, package management.
Working knowledge of Windows OS, including but not limited to - MDM, User Management, Registry Keys, Powershell.
Asset Management and Software Deployment troubleshooting.
LDAP and RADIUS technologies configuration and troubleshooting
Directory Services Integrations (Google Workspace, Microsoft 365, AD, Okta, HR tools)
Single Sign On (SAML+ SCIM)
Information Security Best Practises
User Lifecycle Management and IAM configuration troubleshooting
REST APIs
Scripting (Bash, Powershell)
Preferred Qualifications:
- Experience working at an MSP, VAR, Reseller or as an Support Admin in the realm of IT.
- Experience supporting and troubleshooting macOS in-depth and one or more Linux distros - Ubuntu, Debian, RHEL, or CentOS.
- Ability to work in a full-time remote environment with self-motivated productivity.
- Using MacBook as your primary work-device.
- Have experience handling multiple chats and be able to switch the Support channels efficiently, as required.
Shift schedule:
#LI-YM1
Skills Required
- Minimum 3 years experience in a technical, customer-facing position
- Minimum 2 years experience handling mission-critical customer issues and escalations
- In-depth knowledge of Apple platform (MDM Enrollment, DEP, Configuration Profiles, iOS management, Keychain, User Management)
- Knowledge of Linux OS (SSH, PAM, UID/GID management, package management)
- Working knowledge of Windows OS (MDM, User Management, Registry Keys, PowerShell)
- LDAP and RADIUS configuration and troubleshooting
- Directory services integrations (Google Workspace, Microsoft 365, Active Directory, Okta, HR tools)
- Single Sign-On and provisioning (SAML, SCIM)
- REST APIs
- Scripting experience (Bash, PowerShell)
- Information security best practices and IAM/user lifecycle management troubleshooting
- Excellent verbal and written communication and interpersonal skills
- Ability to leverage AI to improve productivity and customer experience
- Authorized to work in the country noted in the job description and able to work the listed shift (including on-call participation)
- Experience at an MSP, VAR, reseller, or as an IT support admin
- Experience supporting macOS and one or more Linux distros (Ubuntu, Debian, RHEL, CentOS)
- Ability to work full-time remote and use MacBook as primary device
- Experience handling multiple simultaneous chats and switching support channels efficiently
What the Team is Saying
JumpCloud Compensation & Benefits Highlights
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Healthcare Strength — Health coverage starts day one in the U.S., includes dental/vision and mental-health support, and offers an HSA option with employer contributions. Expanded medical travel coverage, abortion travel benefits in the U.S., an EAP, and a Calm subscription further strengthen healthcare support.
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Leave & Time Off Breadth — Flexible or “unlimited” PTO, paid holidays and sick days, and generous parental and family medical leave are highlighted across materials. Remote-first norms and wellness programs are also documented.
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Retirement Support — A U.S. 401(k) plan with a company match (50% up to 6% of pay) is offered alongside life and disability insurance. Access to a personal financial consultant and country-specific pension programs are also noted.
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.
