Senior Windows & AD Support Engineer - Executive Engagement

JumpCloud; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Executive exposure

On-call rotations

Enterprise training

Job summary

JumpCloud is seeking a senior Tier 2 Customer Support Engineer focused on Windows and Active Directory within a unified IT management platform. You will escalate and resolve high-impact incidents for enterprise customers while communicating clearly with CIOs and CISOs.

The role covers troubleshooting identity and directory integration, expanding to RADIUS, SSO, SCIM, and AI-driven features, and collaborating with product and engineering to drive permanent fixes and improved support processes.

Qualifications

• 7+ years in technical, customer-facing SaaS environments.
• Experience handling mission-critical escalations.
• Ability to translate technical root causes to business impact for executives.

Responsibilities

• Serve as senior technical point of contact for executive and VIP stakeholders during incidents.
• Guide large enterprise customers with business-impact framing.
• Provide support via email, phone, chat, and remote sessions.
• Analyze logs, network traces, and memory dumps to identify root causes.
• Reproduce issues in-house and validate permanent fixes.
• Collaborate with engineering teams to deliver defensible escalations.
• Work with product and success teams to improve onboarding and education.
• Contribute to internal knowledge bases and diagnostic workflows.
• Participate in on-call rotation and communicate status during outages.

Skills

Executive communication

Windows & Active Directory

Troubleshooting

SaaS customer support

Incident management

Tools

Sysinternals

Wireshark

XPath

Job description

JumpCloud is seeking a senior Tier 2 Customer Support Engineer focused on Windows and Active Directory within a unified IT management platform. You will escalate and resolve high-impact incidents for enterprise customers while communicating clearly with CIOs and CISOs.

The role covers troubleshooting identity and directory integration, expanding to RADIUS, SSO, SCIM, and AI-driven features, and collaborating with product and engineering to drive permanent fixes and improved support processes.