Remote SaaS Support Engineer — AI-Powered IT Platform

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

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