Remote Tier 1 Technical Support Engineer - SaaS

Remote; San Francisco (CA); Remote; USD 90,000 - 120,000; Full time

Job summary

JumpCloud is seeking a highly technical Customer Support Engineer - Tier 1 to deliver world-class technical support via email, phone, chat, or remote sessions. You will handle high-priority customer issues and interface with Support and Engineering to drive timely resolutions in a fast-paced SaaS environment.

This full-time, remote role requires 3+ years in a technical, customer-facing capacity, strong Windows and Active Directory knowledge, and fluency in English and Portuguese.

Qualifications

• 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.
• Strong 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.
• Experience 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
• Bilingual - English and Portuguese, written and verbal
• Shift: Monday-Friday 05:00-14:00 MT

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

Skills

Windows OS

Active Directory

SAML SCIM

RADIUS

Networking basics

Communication skills

Bilingual English/Portuguese

Customer facing

Team collaboration

Tools

PowerShell

CMD

Event Logging

Job description

JumpCloud is seeking a highly technical Customer Support Engineer - Tier 1 to deliver world-class technical support via email, phone, chat, or remote sessions. You will handle high-priority customer issues and interface with Support and Engineering to drive timely resolutions in a fast-paced SaaS environment.

This full-time, remote role requires 3+ years in a technical, customer-facing capacity, strong Windows and Active Directory knowledge, and fluency in English and Portuguese.