Tier 1 Customer Support Engineer, Mac & Linux
New
Bangalore, India - Remote, Monday - Friday, 12:30-21:30 IST / 01:00-10:00 MDTFull-TimeEntry
Salary not disclosed
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Job Details
- Experience
- Minimum of 3 years experience in a technical, customer-facing position; Minimum of 2 years experience working with mission critical customer issues
- Required Skills
- BashLDAPRESTful APIsLinux
Requirements
- Minimum 3 years experience in a technical, customer-facing position, preferably in a SaaS environment.
- Minimum 2 years experience working with mission critical customer issues and customer & technical escalations.
- Excellent interpersonal communication skills.
- Ability to leverage AI to enhance self productivity and customer experience.
- Passion for learning new technologies.
- In-Depth knowledge of the Apple platform (MDM Enrollment, DEP, Configuration Profiles, Policies, iOS management, Keychain, User Management).
- Knowledge of Linux OS (SSH, PAM, UID/GID management, package management).
- Working knowledge of Windows OS (MDM, User Management, Registry Keys, Powershell).
- Understanding of LDAP and RADIUS technologies configuration and troubleshooting.
- Understanding of Directory Services Integrations (Google Workspace, Microsoft 365, AD, Okta, HR tools).
- Understanding of Single Sign On (SAML+ SCIM).
- Proficiency in REST APIs and scripting (Bash, Powershell).
Responsibilities
- Provide technical support, troubleshooting and issue resolution via email, phone, 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, Escalation Engineers, Knowledge Base and other internal tools.
- Evaluate, identify, and escalate platform bugs.
- Maintain a technical understanding of the entire JumpCloud Platform.
- Collaborate with Customer Success Managers, Account Managers and Implementation Engineers.
- Develop and maintain knowledge base articles.
- Collaborate with peers on projects aimed at improving customer and Support Engineering operations.
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