Tier 2 Customer Support Engineer, Windows/SSO Focus - Mexico

All roles at JumpCloud® are Remote unless otherwise specified in the Job Description.

About JumpCloud®

JumpCloud® delivers a unified open directory platform that makes it easy to securely manage identities, devices, and access across your organization. With JumpCloud®, IT teams and MSPs enable users to work securely from anywhere and manage their Windows, Apple, Linux, and Android devices from a single platform. JumpCloud® is IT Simplified.

About the Role:

As a Technical Support Engineer - Tier 2 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 2 you will apply your technical knowledge to resolve customer issues, and regularly interface across Support and Engineering to ensure the timely resolution of defects.

This is a great opportunity for someone with deep subject matter expertise within the SSO realm who is looking to continue to build and strength their technical skill set.

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 Customer Success 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
• 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
• Excellent interpersonal communication skills
• Deep understanding of Single Sign-On technologies (SAML, SCIM, OIDC)
• Thorough knowledge of the SSO authentication process, terms and commonly used fields
• Ability to create and troubleshoot SSO integrations between Identity Providers (IdPs) and Service Providers (SPs)
• Ability to troubleshoot (SCIM) provisioning integrations
• Understanding of how attributes, roles, and permissions are translated from IdP to SP for both SSO and (SCIM) provisioning
• Ability to understand and analyze HAR files
• Knowledge of debugging a SAML response from an SP
• Understanding of the OAuth 2.0 protocol and how it is used for OIDC SSO authentication
• Ability to work directly with SPs on troubleshooting SSO and SCIM integrations
• Comfortable doing live troubleshooting sessions with customers
• Understanding of API and RESTful services
• Thorough knowledge of the API protocols and commonly used tools
• Ability to run API calls via the command line or using tools like Postman
• Ability to read and understand API documentation
• Understanding of API authentication methods
• Willingness to perform research into integrated products
• Strong oral and written communication skills in English
• Understanding of user onboarding and off-boarding 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:

• Previous experience supporting customers across multiple support channels such as phone, chat, and email
• In-depth knowledge of the Windows platform - Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience
• Understanding of the Active Directory platform - Domain Forests, GPOs, Azure Active Directory (AAD), User/Group Management.
• Non-Windows Directory Services (G Suite, AWS, LDAP)
• Networking & Authentication (RADIUS)
• REST APIs
• Scripting(Powershell, CMD, BASH)
• Full-time remote working and self-motivated productivity
• Familiarity with the macOS as it will be your company supplied device

Available shift for this opportunity:

• Schedule: Monday - Friday, Hours: 10:00 AM - 19:00 PM US MT (UTC-6)

#LI-OS1

Where you’ll be working/Location:

JumpCloud® is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description.

You must be located in and authorized to work in the country noted in the job description to be considered for this role. 

Please note: There is an expectation that our engineers participate in on-call shifts. You will be expected commit to being ready and able to respond during your assigned shift, so that alerts don't go unaddressed.

Language:

JumpCloud® has teams in 15+ countries around the world and conducts our internal business in English. The interview and any additional screening process will take place primarily in English. To be considered for a role at JumpCloud®, you will be required to speak and write in English fluently. Any additional language requirements will be included in the details of the job description.

Why JumpCloud®?  

If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you! JumpCloud® is an incredible place to share and grow your expertise! You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.

One of JumpCloud®'s three core values is to “Build Connections.” To us that means creating " human connection with each other regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc. We care deeply about the people that we work with and want to see everyone succeed." - Rajat Bhargava, CEO

Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud®. Please note JumpCloud® is not accepting third party resumes at this time.

JumpCloud® is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

#LI-Remote #BI-Remote