Tier 2 Customer Support Engineer - Windows and Active Directory - Mexico

Description

About the Role:

As a Technical Support Engineer - Tier 2 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 2 you will 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:

What you’ll be doing:

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 issues

Reproduce 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 date

Maintain 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 product

Develop and maintain internal knowledge base articles to increase shared knowledge among the entire support engineering team

Collaborate with peers on projects aimed at improving the customer and support engineer experiences

On-call rotation required. Duties include monitoring of status updates and external customer responses to incoming cases during outage.

We’re looking for...

Minimum of 5 years of experience in a technical, customer-facing position, preferably in a SaaS environment

Minimum of 2 years of experience working with mission critical customer issues and customer and technical escalations

Excellent interpersonal communication

In-depth knowledge of the Windows platform - Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience

Understanding of the Active Directory platform - Domain Forests, GPOs, Azure Active Directory (AAD), User/Group Management.

Strong oral and written communication skills

Experience with configuring & troubleshooting Single Sign-on (SAML+ SCIM)

Understanding of user onboarding and offboarding practices.

Understanding of Information security best practices

Passion for learning new technologies

Enthusiasm for collaborative working

Ability to thrive in a rapidly changing environment

Nice to haves

Providing live chat to technical customers & technology stakeholders

Non-Windows Directory Services (G Suite, AWS, LDAP)

Networking & Authentication (RADIUS)

REST APIs

Scripting(Powershell, CMD, BASH)

Full-time remote working and self-motivated productivity.

Using macOS hardware as your primary work-device

Available shift for this opportunity:

Schedule: Monday - Friday, Hours: 8:00AM - 17:00 US MT (UTC-6)

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