Tier 1 Customer Support Engineer, Windows - India

3 hours, 31 minutes ago
Full-time
Junior
Customer and Technical Support
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

Description

  • Provide technical support, troubleshooting, and issue resolution via email, phone, chat, and remote web sessions.
  • Manage a queue of support tickets for 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 knowledge resources to deliver effective solutions.
  • Evaluate, identify, and escalate platform bugs and issues as they are encountered.
  • Maintain a technical understanding of the JumpCloud platform.
  • Partner with Customer Success Managers, Account Managers, and Implementation Engineers to support new customer transitions.
  • Develop and maintain knowledge base articles to improve shared team knowledge.
  • 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.
  • Strong knowledge of configuring and troubleshooting Single Sign-On (SAML and SCIM).
  • Experience configuring and troubleshooting RADIUS.
  • General networking knowledge.
  • Strong interpersonal, oral, and written communication skills.
  • Understanding of user onboarding and offboarding practices.
  • Understanding of information security best practices.
  • Passion for learning new technologies and enthusiasm for collaborative work.
  • Ability to thrive in a rapidly changing environment.
  • Preferred: experience with non-Windows directory services such as G Suite, AWS, and LDAP.
  • Preferred: experience with REST APIs.
  • Preferred: scripting experience with PowerShell, CMD, or Bash.
  • Preferred: experience using AI tools to improve productivity.
  • Preferred: AI prompt engineering skills.
  • Preferred: ability to work full-time remotely and stay self-motivated.
  • Preferred: use of macOS hardware as the primary work device.
  • Must be available for a Tuesday through Saturday shift, 12:30–21:30 IST.
  • Must be fluent in English for interviews and internal business communication.
  • Must be located in and authorized to work in India.

Benefits

  • Remote-first work environment within the country noted in the job description.
  • Opportunity to work on a fast-paced SaaS platform and challenging technical problems.
  • Collaborative culture with support from experienced teammates and leadership.
  • Voice in the organization and openness to new ideas and approaches.
  • Work at a company committed to inclusive human connection and equal opportunity.
  • Opportunity to grow expertise in a proven market with a mission-driven team.

Interested in this position?

Apply directly on the company website

Apply Now

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