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Customer Support Engineer, Tier 2 - India

59 minutes ago
India
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Active Directory AWS Azure DNS OpenID Connect PowerShell SAML TLS
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 30

Description

  • Resolve complex and urgent technical issues and customer escalations via email, phone, and chat.
  • Manage a queue of support tickets for high-priority and complex technical problems.
  • Provide mentoring and coaching to Tier 1 Technical Support Engineers.
  • Partner with Engineering to drive resolution of critical issues, outages, and defects.
  • Collaborate with Product and Learning teams to keep customer education programs accurate and current.
  • Maintain deep technical knowledge of the JumpCloud platform and serve as a subject matter expert for internal training.
  • Work with Account Managers and Implementation Engineers to support new customers as they transition into day-to-day use of the product.
  • Develop and maintain internal knowledge base articles to share support knowledge.
  • Collaborate with peers on projects that improve the customer and support engineer experience.

Requirements

  • Minimum of 5 years of experience in a technical, customer-facing role.
  • Excellent interpersonal communication skills and strong oral and written communication abilities.
  • Passion for learning new technologies and understanding how to apply AI in a customer-facing environment.
  • Logical problem-solving approach.
  • In-depth knowledge of Single Sign-On, including SAML, OIDC, and SCIM.
  • Solid understanding of networking fundamentals, including IP, TLS, DNS, and RADIUS configuration.
  • Experience with the Windows platform, including Registry Hives, LGPOs, PowerShell, CMD, Windows Credential Manager, Event Logging, and Windows Home/Pro/Server.
  • Strong customer empathy and the ability to manage stakeholders effectively during high-impact incidents.
  • Understanding or exposure to directory services such as Azure, G Suite, Okta, and LDAP, or Active Directory concepts including domain forests, GPOs, AAD, and user/group management.
  • Experience leveraging AI tools to improve operations and customer experience, or track record of automating IT services via scripting, PowerShell, Slack, and APIs.
  • Experience supporting AWS environments or Managed Service Providers.
  • Previous JumpCloud experience is preferred.
  • Must be located in and authorized to work in India.
  • Must be able to work the EMEA shift schedule from 07:00 to 16:00 UTC Monday through Friday.
  • Must be available for on-call weekend coverage on a rotation basis every 13 to 17 weeks.

Benefits

  • Remote-first work environment within the country noted in the job description.
  • Opportunity to work with a global, mission-driven team in a fast-paced SaaS environment.
  • Chance to collaborate across Support, Engineering, Product, Learning, Account Management, and Implementation teams.
  • Professional growth through mentoring, internal training, and knowledge sharing.
  • Exposure to AI-powered IT management technology and complex customer support challenges.

Interested in this position?

Apply directly on the company website

Apply Now

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