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Tier 1 Customer Support Engineer, Mac & Linux - India

1 hour, 47 minutes ago
India
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
Active Directory Bash CentOS Debian iOS Linux macOS PowerShell REST API RHEL SAML 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 32

Description

  • Provide technical support, troubleshooting, and issue resolution to customers via email, phone, chat, and remote web sessions.
  • Manage a queue of support tickets, including high-priority and complex technical issues.
  • Reproduce customer issues internally and respond to customers in a timely manner.
  • Collaborate with peers, mentors, escalation engineers, and internal tools to deliver effective solutions.
  • Evaluate, identify, and escalate platform bugs and issues as they are encountered.
  • Maintain a strong technical understanding of the JumpCloud platform.
  • Work with Customer Success Managers, Account Managers, and Implementation Engineers to support new customer onboarding and adoption.
  • Develop and maintain knowledge base articles to share support knowledge across the team.
  • Collaborate on projects that improve customer experience and Support Engineering operations.

Requirements

  • Minimum of 3 years of experience in a technical, customer-facing role, preferably in a SaaS environment.
  • Minimum of 2 years of experience handling mission-critical customer issues and technical escalations.
  • Excellent interpersonal, oral, and written communication skills.
  • Strong logical and analytical problem-solving ability.
  • Ability to leverage AI to improve personal productivity and customer experience.
  • Passion for learning new technologies and applying them in a customer-facing environment.
  • Ability to thrive in a dynamically evolving environment.
  • In-depth knowledge of Apple platform concepts, including MDM Enrollment, DEP, Configuration Profiles, Policies, iOS management, Keychain, and User Management.
  • Knowledge of Linux OS concepts, including SSH, PAM, UID/GID management, and package management.
  • Working knowledge of Windows OS concepts, including MDM, User Management, Registry Keys, and PowerShell.
  • Experience troubleshooting asset management and software deployment issues.
  • Knowledge of LDAP and RADIUS configuration and troubleshooting.
  • Experience with directory services integrations such as Google Workspace, Microsoft 365, AD, Okta, and HR tools.
  • Understanding of Single Sign-On concepts including SAML and SCIM.
  • Knowledge of information security best practices.
  • Experience with user lifecycle management and IAM configuration troubleshooting.
  • Experience with REST APIs and scripting in Bash or PowerShell.
  • Preferred: experience working at an MSP, VAR, reseller, or in an IT support admin role.
  • Preferred: in-depth experience supporting macOS and one or more Linux distributions such as Ubuntu, Debian, RHEL, or CentOS.
  • Preferred: ability to work full-time in a remote environment with self-motivated productivity.
  • Preferred: use of a MacBook as the primary work device.
  • Preferred: experience handling multiple chats and switching between support channels efficiently.
  • Must be located in and authorized to work in India.
  • Must be able to work the scheduled shift: Monday-Friday, 12:30-21:30 IST / 01:00-10:00 MDT.
  • Fluent spoken and written English is required.
  • Participation in on-call shifts is expected.

Benefits

  • Remote-first work model within the country specified in the job description.
  • Opportunity to work with a global team in 15+ countries.
  • Exposure to a fast-paced SaaS environment and challenging technical problems.
  • Opportunity to grow expertise and contribute ideas in a supportive, collaborative culture.
  • Work with a seasoned executive team and supportive board in a proven market.

Interested in this position?

Apply directly on the company website

Apply Now

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