Customer Support Engineer, Tier 2
New
You are able to work remotely within the country noted in the Job Description, 07:00 - 16:00 UTC Monday-FridayFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- Minimum of 5 years experience
- Required Skills
- AWSNetworking
Requirements
- Minimum of 5 years experience in a technical, customer-facing position
- Fluent in English (speak and write)
- In-depth knowledge of Single Sign-on (SAML, OIDC, SCIM)
- Solid understanding of networking fundamentals (IP, TLS, DNS, RADIUS)
- Experience with Windows platform (Registry, LGPOs, PowerShell, CMD, WCM, Event Logging)
- Strong customer empathy and stakeholder management
- Understanding of Directory Services (Azure, G Suite, Okta, LDAP)
- Understanding of Active Directory (Domains, GPOs, Azure AD)
- Track record of automating IT services via scripting, PowerShell, and APIs
- Experience supporting AWS environments
- Experience supporting Managed Service Providers
Responsibilities
- Resolve complex and urgent technical issues and customer escalations through email, phone, and chat interactions
- Manage a queue of support tickets for high priority and complex technical issues
- Provide mentoring and coaching to Tier 1 Technical Support Engineers
- Partner with Engineering to drive resolution of critical issues, outages, and defects
- Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date
- Maintain a deep technical understanding of the entire JumpCloud Platform while serving as an SME
- Develop and maintain internal knowledge base articles
- Collaborate with peers on projects aimed at improving the customer and support engineer experiences
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