Customer Support Engineer, Tier 1 Windows - Mexico

Openkrill; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

JumpCloud is a remote-first, AI-powered unified IT management platform. We seek a technically proficient customer-facing support engineer with 3+ years in SaaS support to tackle high-priority issues, reproduce and resolve complex cases, and collaborate with multiple teams.

On-call shifts are required, and a strong focus on security and onboarding is essential. You will work in a fast-paced, globally distributed environment, communicating clearly in English and contributing to knowledge bases to

Qualifications

• 3+ years in a technical, customer-facing role in SaaS preferred.
• 2+ years handling mission-critical customer issues and escalations.
• Experience configuring & troubleshooting SSO (SAML/SCIM).
• Experience configuring & troubleshooting RADIUS.
• General networking knowledge.
• Excellent verbal and written communication.

Responsibilities

• Provide technical support and issue resolution via email, phone, chat or remote sessions.
• Manage queue of high-priority and complex tickets.
• Reproduce issues and respond promptly to customers.
• Collaborate with product, learning and support teams to ensure up-to-date customer education and resources.
• Maintain a deep technical understanding of the JumpCloud Platform.
• Support onboarding/offboarding and ensure successful transitions for new customers.
• Create and maintain internal knowledge base articles for the team.
• Participate in on-call rotation and respond during outages.

Skills

Customer support

SaaS experience

Communication skills

On-call readiness

Team collaboration

Learning mindset

Problem solving

Tools

SAML/SCIM

RADIUS

REST APIs

scripting

Job description

All roles at JumpCloud® are Remote unless otherwise specified in the Job Description.

About JumpCloud®

JumpCloud® is the AI-powered unified IT management platform designed to secure the modern workforce. By consolidating identity, device, and access management, JumpCloud provides intelligent, secure IT that scales from human users to autonomous AI agents. We help organizations around the globe eliminate complexity and turn AI risk into an optimized advantage, ensuring the right people and agents have secure access to the right resources at all times.

JumpCloud® is Intelligent, Secure IT.

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 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.

Requirements:

• Minimum of 3 years of experience in a technical, customer-facing position, preferably in a SaaS environment
• Minimum of 2 year of experience working with mission critical customer issues and customer and technical escalations
• Good knowledge with configuring & troubleshooting Single Sign-on (SAML+ SCIM)
• Good experience with configuring & troubleshooting RADIUS
• General Networking understanding
• Excellent interpersonal communication
• Strong oral and written communication skills
• 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

Preferred experience:

• Non-Windows Directory Services (G Suite, AWS, LDAP)
• REST APIs
• Scripting(Powershell, CMD, BASH)
• Using AI to enhance your productivity
• AI Prompt Engineering skills
• Full-time remote working and self-motivated productivity.
• Using macOS hardware as your primary work-device

Shift Schedule:

• Mon-Fri 11:00-20:00 CST

Where you’ll be working/Location:

JumpCloud® is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description.

You must be located in and authorized to work in the country noted in the job description to be considered for this role.

Please note: There is an expectation that our engineers participate in on-call shifts. You will be expected commit to being ready and able to respond during your assigned shift, so that alerts don't go unaddressed.

Language:

JumpCloud® has teams in 15+ countries around the world and conducts our internal business in English. The interview and any additional screening process will take place primarily in English. To be considered for a role at JumpCloud®, you will be required to speak and write in English fluently. Any additional language requirements will be included in the details of the job description.

Why JumpCloud®?

If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you! JumpCloud® is an incredible place to share and grow your expertise! You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.

One of JumpCloud®'s three core values is to “Build Connections.” To us that means creating " human connection with each other regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc. We care deeply about the people that we work with and want to see everyone succeed." - Rajat Bhargava, CEO

JumpCloud® is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.