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Customer Support Engineer, Tier 1 (MacOS and MDM) - India (Fri-Tues 19:30-04:30 IST)

4 days ago
India
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
CentOS Debian Linux macOS REST API RHEL SSH Ubuntu
Apply Now
JumpCloud

JumpCloud

JumpCloud provides a unified platform for managing identity, access, and devices across various operating systems, enabling secure and frictionless access to resources through features like single sign-on, multi-factor authentication, and a Zero Trust ...

Internet Software & Services
251-1K
Founded 2013
$417M raised
View All Jobs 22

Description

  • Provide technical support, troubleshooting, and issue resolution through email, phone, chat, and remote sessions.
  • Manage high-priority and complex technical support tickets.
  • Reproduce customer issues in-house and communicate timely updates and resolutions.
  • Collaborate with escalation teams, mentors, peers, and internal resources to resolve customer problems.
  • Work with Product and Learning teams to maintain accurate customer education programs.
  • Maintain technical knowledge of the JumpCloud platform.
  • Partner with Account Managers and Implementation Engineers during customer onboarding and transition.
  • Develop and maintain internal knowledge base articles.
  • Participate in projects that improve customer and support-engineer experiences.
  • Participate in assigned on-call shifts and respond to alerts.

Requirements

  • At least 1 year of experience in a technical, customer-facing role, preferably in SaaS.
  • At least 1 year of experience handling mission-critical issues and technical escalations.
  • Strong oral, written, and interpersonal communication skills.
  • In-depth macOS knowledge, including FileVault, Keychain, Apple MDM, DEP, and system management.
  • Experience with directory services such as Google Workspace, Okta, and LDAP.
  • Knowledge of iOS management, VPP software management, REST APIs, user onboarding/offboarding, and information security best practices.
  • Ability to learn new technologies, collaborate effectively, and thrive in a rapidly changing environment.
  • Preferred: Linux concepts, distributions such as Ubuntu, Debian, RHEL, or CentOS, and scripting experience.
  • Preferred: Live-chat support, AI productivity tools, or AI prompt engineering experience.
  • Fluent spoken and written English; authorization to work in the specified country and availability for the Fri–Tues, 04:30–13:30 IST shift.

Benefits

  • Remote-first work within the specified country.
  • Opportunity to work in a global SaaS environment with cross-functional collaboration.
  • Opportunities to grow technical expertise and contribute ideas across the organization.

Interested in this position?

Apply directly on the company website

Apply Now

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