- Provide technical support, troubleshooting, and issue resolution via email, telephone, chat, or remote web session.
- Manage a queue of support tickets involving high-priority and complex technical issues.
- Reproduce issues in-house and respond to customers in a timely manner.
- Collaborate with Support peers, escalation points, mentors, and internal tools to provide solutions.
- Work with Product and Learning teams to keep customer education programs accurate and up to date.
- Maintain a technical understanding of the JumpCloud Platform.
- Collaborate with Account Managers and Implementation Engineers to support new customers transitioning to day-to-day product use.
- Develop and maintain internal knowledge-base articles for the support engineering team.
- Participate in projects to improve customer and support engineer experiences.
- Monitor status updates and respond to incoming customer cases during outages as part of the on-call rotation.
Networking