Remote Tier 2 Support Engineer — Windows & AD Expert
JumpCloud Inc.
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Descripción de la vacante
JumpCloud is seeking a Senior Tier 2 Customer Support Engineer specializing in Windows and Active Directory. You will bridge deep technical troubleshooting with executive-level communication, handling high-complexity identity and directory integrations and expanding into platform capabilities including RADIUS, SSO/SMAL/SCIM, and AI features.
You’ll interact with senior leaders and engineers, manage enterprise relationships, and contribute to knowledge bases while supporting customers via email,
Formación
- 7+ years in a technical, customer-facing SaaS environment
- 2–3+ years handling mission-critical technical escalations
- Ability to partner with senior leaders and internal engineers to translate complex root causes into business-impact communication
Responsabilidades
- Serve as senior technical point of contact for executive, VIP, and C-suite stakeholders
- Manage large-scale enterprise customer relationships with high-level technical guidance
- Provide technical support via email, phone, chat, or remote session
- Manage a queue of high-priority complex issues using evidence-based troubleshooting
- Reproduce issues in-house with testing and variable isolation
- Collaborate with peers and engineering teams to provide clear escalations
- Maintain knowledge base articles documenting troubleshooting methodologies
- On-call rotation and incident lifecycle communications
Conocimientos
Herramientas
Descripción del empleo
JumpCloud is seeking a Senior Tier 2 Customer Support Engineer specializing in Windows and Active Directory. You will bridge deep technical troubleshooting with executive-level communication, handling high-complexity identity and directory integrations and expanding into platform capabilities including RADIUS, SSO/SMAL/SCIM, and AI features.
You’ll interact with senior leaders and engineers, manage enterprise relationships, and contribute to knowledge bases while supporting customers via email,
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