Customer Support Engineer, Tier 1
New
Bangalore, India - Remote, Fri-Tues 03:30-12:30 ISTFull-TimeEntry
Salary not disclosed
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Job Details
- Experience
- Minimum of 1 year of experience in a technical, customer-facing position
- Required Skills
- LDAPRESTful APIsTechnical supportSaaSiOS
Requirements
- Minimum of 1 year of experience in a technical, customer-facing position, preferably in a SaaS environment.
- Minimum of 1 year of experience working with mission critical customer issues and customer and technical escalations.
- Excellent interpersonal communication.
- Strong oral and written communication skills.
- In-depth knowledge of the macOS platform - FileVault, Keychain, Apple Mobile Device Management (MDM) + DEP, and overall system management.
- Directory Services (Google Workspace (GWS), Okta, LDAP).
- iOS Management.
- Software Management (VPP).
- REST APIs
- User onboarding and offboarding.
- Information security best practices.
- Passion for learning new technologies.
- Enthusiasm for collaborative working.
- Ability to thrive in a rapidly changing environment.
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.
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