Description
About the Role:
As a Technical Support Engineer - Tier 1 you will be responsible for providing world-class technical support to JumpCloud’s customers. We are looking for a highly technical self-starter that is driven to exceed customer expectations across JumpCloud’s various support channels. This position will resolve high priority and mission critical customer issues in a fast-paced environment. As a Technical Support Engineer- Tier 1 apply your technical knowledge to resolve customer issues, and regularly interface across Support and Engineering to ensure the timely resolution of defects.
About the Role:
As a Technical Support Engineer - Tier 1 you will be responsible for providing world-class technical support to JumpCloud’s customers. We are looking for a highly technical self-starter that is driven to exceed customer expectations across JumpCloud’s various support channels. This position will resolve high priority and mission critical customer issues in a fast-paced environment. As a Technical Support Engineer- Tier 1 apply your technical knowledge to resolve customer issues, and regularly interface across Support and Engineering to ensure the timely resolution of defects.
Responsibilities:
Provide technical support, troubleshooting and issue resolution to our customers via email, telephone, chat or remote web session.Manage a queue of support tickets for high priority and complex technical issuesReproduce issues in-house and respond to customers in a timely manner.Collaborate with peers, escalation points, mentors, our knowledge base, community forums and other internal tools to provide the most effective, world-class solutions for our customers.Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to dateMaintain a technical understanding of the entire JumpCloud Platform Collaborate with Account Manager and Implementation Engineers to ensure the success of our new customers as they transition into the day to day use of our productDevelop and maintain internal knowledge base articles to increase shared knowledge among the entire support engineering teamCollaborate with peers on projects aimed at improving the customer and support engineer experiencesOn-call rotation required. Duties include monitoring of status updates and external customer responses to incoming cases during outage.
Requirements:
Minimum of 1 year of experience in a technical, customer-facing position, preferably in a SaaS environmentMinimum of 1 year of experience working with mission critical customer issues and customer and technical escalationsExcellent interpersonal communicationIn-depth knowledge of core Linux concepts such as Secure Shell (SSH), User Identifier (UID) and Group Identifier (GID) management, Pluggable Authentication Modules (PAM), pkg management (Yum, RPM, Apt, etc.)Experience supporting and troubleshooting one or more Linux distros: Ubuntu, Debian, RHEL, or CentOS Mobile Device Management (MDM)Directory Services (Google Workspace (GWS), Okta, LDAP)REST APIsScriptingUser onboarding and offboardingInformation security best practices
Additional Preferred Experience:
Knowledge of the macOS platform - FileVault, Keychain, Apple Mobile Device Management (MDM) + DEP, and overall system management.iOS ManagementSoftware Management (VPP)
Available shift for this opportunity:
Schedule: Tuesday - Saturday, Hours: 8:00AM - 5:00PM US MT (UTC-6)
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