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Customer Support Engineer, Tier 1 (MacOS and MDM) - India

1 hour, 48 minutes ago
India
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
CentOS Debian Linux macOS REST API RHEL 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 16

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 internally and communicate timely updates and resolutions.
  • Collaborate with support peers, escalation teams, Product, Learning, Account Management, and Implementation Engineering.
  • Maintain technical knowledge of the JumpCloud platform.
  • Create and maintain internal knowledge base articles.
  • Support customer education initiatives and new-customer transitions.
  • Participate in projects that improve customer and support-engineer experiences.
  • Participate in assigned on-call shifts.

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 customer issues and technical escalations.
  • Strong oral, written, and interpersonal communication skills; fluent spoken and written English.
  • 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 work in a rapidly changing environment.
  • Preferred: Linux concepts, including SSH, UID/GID management, PAM, and package managers such as Yum, RPM, and Apt.
  • Preferred: Experience supporting Ubuntu, Debian, RHEL, or CentOS.
  • Preferred: Live technical chat, scripting, AI productivity tools, or AI prompt engineering experience.
  • Must be located in and authorized to work in the specified country; full-time remote self-management experience is preferred.
  • Availability for the scheduled shift: 9:00 a.m.–6:00 p.m. MDT or 8:30 p.m.–5:30 a.m. IST, Monday–Friday.

Benefits

  • Remote-first work environment.
  • Opportunity to work with distributed teams across 15+ countries.
  • On-call shift participation with assigned response coverage.
  • Collaborative environment supporting professional growth and knowledge sharing.

Interested in this position?

Apply directly on the company website

Apply Now

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