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 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 Qualifications:
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:
#LI-YI1
Skills Required
- Minimum of 3 years in a technical, customer-facing position (preferably SaaS)
- Minimum of 2 years handling mission-critical customer issues and technical escalations
- Configuring and troubleshooting Single Sign-On (SAML, SCIM)
- Configuring and troubleshooting RADIUS
- General networking understanding
- Excellent interpersonal communication skills
- Strong oral and written communication skills (fluent English)
- Understanding of user onboarding and offboarding practices
- Understanding of information security best practices
- Willingness to participate in on-call shifts
- Ability to work specified IST shift (Tuesday–Saturday, 12:30–21:30 IST) and be located/authorized to work in the country noted
- Passion for learning new technologies and collaborative working
- Full-time remote working self-motivation (preferred)
- Non-Windows directory services experience (G Suite, AWS, LDAP)
- Experience with REST APIs
- Scripting experience (PowerShell, CMD, Bash)
- Using AI to enhance productivity / AI prompt engineering skills
- Using macOS hardware as primary work device (preferred)
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.
