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

1 month, 2 weeks ago
India
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
CentOS Debian iOS 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 17

Description

  • Provide technical support, troubleshooting, and issue resolution to customers via email, telephone, chat, and remote web sessions.
  • Manage a queue of support tickets for high-priority and complex technical issues.
  • Reproduce customer issues internally and respond in a timely manner.
  • Collaborate with support peers, escalation points, mentors, and internal resources to deliver effective solutions.
  • Work with Product and Learning teams to keep customer education content accurate and current.
  • Maintain a strong technical understanding of the JumpCloud platform.
  • Partner with Account Managers and Implementation Engineers to support new customer onboarding and adoption.
  • Develop and maintain internal knowledge base articles to improve shared team knowledge.
  • Collaborate on projects that improve the customer and support engineer experience.
  • Interface with Support and Engineering to help ensure timely defect resolution.

Requirements

  • Minimum of 1 year of experience in a technical, customer-facing role, preferably in a SaaS environment.
  • Minimum of 1 year of experience handling mission-critical customer issues and technical escalations.
  • Excellent interpersonal communication skills.
  • Strong oral and written communication skills.
  • In-depth knowledge of macOS, including FileVault, Keychain, Apple Mobile Device Management (MDM) and DEP, and overall system management.
  • Experience with directory services such as Google Workspace (GWS), Okta, and LDAP.
  • Experience with iOS management and software management (VPP).
  • Knowledge of REST APIs, user onboarding and offboarding, and information security best practices.
  • Passion for learning new technologies and enthusiasm for collaborative work.
  • Ability to thrive in a rapidly changing environment.
  • Bonus: knowledge of core Linux concepts such as SSH, UID/GID management, PAM, and package management tools like Yum, RPM, and Apt.
  • Bonus: experience supporting and troubleshooting Linux distros such as Ubuntu, Debian, RHEL, or CentOS.
  • Bonus: experience providing live chat support to technical customers and technology stakeholders.
  • Bonus: scripting experience.
  • Bonus: experience using AI to enhance productivity and AI prompt engineering skills.
  • Must be located in and authorized to work in India.
  • Must be able to work the assigned shift: Fri-Tues 03:30-12:30 IST (16:00-01:00 MDT).
  • Must be willing to participate in on-call shifts and respond during assigned coverage periods.
  • Must be fluent in English for interviews and internal business communication.

Benefits

  • Remote-first work arrangement.
  • Full-time remote role.
  • Opportunity to work with a global team across 15+ countries.
  • Chance to grow expertise in a fast-moving SaaS environment.
  • Work with a supportive executive team and board in a proven market.
  • Opportunity to contribute ideas and influence product and feature development.
  • Equal opportunity employer environment.

Interested in this position?

Apply directly on the company website

Apply Now

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