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16 JumpCloud Jobs
Tier 1 Customer Support Engineer, Windows & Active Directory
2-6 years
Bangalore / Bengaluru
1 vacancy
Tier 1 Customer Support Engineer, Windows & Active Directory
JumpCloud
posted 1d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
All roles at JumpCloud are Remote unless otherwise specified in the Job Description.
About JumpCloud
JumpCloud delivers a unified open directory platform that makes it easy to securely manage identities, devices, and access across your organization. With JumpCloud , IT teams and MSPs enable users to work securely from anywhere and manage their Windows, Apple, Linux, and Android devices from a single platform. JumpCloud is IT Simplified.
About the Role:
As a Technical Support Engineer - Tier 1 you will be responsible for providing world-class technical support to JumpCloud s customers. We are looking for a highly technical self-starter that is driven to exceed customer expectations across JumpCloud s various support channels. This position will resolve high priority and mission critical customer issues in a fast-paced environment. As a Technical Support Engineer- Tier 1 apply your technical knowledge to resolve customer issues, and regularly interface across Support and Engineering to ensure the timely resolution of defects.
What Youll Be Doing:
- 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, 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. Duration - 1 week intervals. Duties include monitoring of status updates and external customer responses to incoming cases during outage.
What Were Looking for:
- Inspired technology professionals who love the challenge of supporting our customers and internal teams to ensure the successful adoption, usage, and integration of our Cloud Directory Platform.
- Minimum of 1 year experience in a technical, customer-facing position, preferably in a SaaS environment
- Minimum of 1 year experience working with mission critical customer issues and customer and technical escalations
- Excellent interpersonal communication
- Passion for learning new technologies and understanding how to utilize them in a customer-facing environment
- Ability to thrive in a rapidly changing environment
- Strong oral and written communication skills
- A logical approach to problem solving
- Basic understand of several of the following concepts:
- In-depth knowledge of the Windows platform - Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience
- In-depth knowledge of the Active Directory platform - Domain Forests, GPOs, Azure Active Directory (AAD), User/Group Management, Network Architecture and Design
- Networking & Authentication (RADIUS)
- Directory Services (Active Directory, G Suite, Okta, LDAP)
- Single Sign-on (SAML+ SCIM)
- User onboarding and offboarding
- Information security best practices
- REST APIs
- Scripting
Available Shifts:
- You must be able to work the following shift schedule(s) to qualify for this opportunity: Kindly check the shift timings below before applying.
- 15:00hrs to 00:00hrs IST Mon-Fri
#LI-MA
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 dont 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 ?
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
Please submit your r sum and brief explanation about yourself and why you would be a good fit for JumpCloud . Please note JumpCloud is not accepting third party resumes at this time.
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.
Scam Notice:
Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of JumpCloud. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note that JumpCloud will never ask for any personal account information, such as credit card details or bank account numbers, during the recruitment process. Additionally, JumpCloud will never send you a check for any equipment prior to employment.
All communication related to interviews and offers from our recruiters and hiring managers will come from official company email addresses (@jumpcloud.com) and will never ask for any payment, fee to be paid or purchases to be made by the job seeker. If you are contacted by anyone claiming to represent JumpCloud and you are unsure of their authenticity, please do not provide any personal/financial information and contact us immediately at recruiting@jumpcloud.com with the subject line "Scam Notice"
#LI-Remote #BI-Remote
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Engineer- Customer Support roles with real interview advice
What people at JumpCloud are saying
Engineer- Customer Support salary at JumpCloud
reported by
4
employees
with 1-7
years exp.
₹12.5
L/yr - ₹13.6
L/yr
286%
more
than the average Engineer- Customer Support Salary in India
View more details
What JumpCloud employees are saying about work life
based on 11 employees
Flexible timing
Monday to Friday
No travel
Night Shift
JumpCloud Benefits
View more benefits
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