Tier 1 Customer Support Engineer, Windows
New
Bangalore, India - Remote, Tuesday - Saturday, 12:30-21:30 ISTFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3 years
- Required Skills
- NetworkingTechnical supportSaaS
Requirements
- Minimum 3 years of experience in a technical, customer-facing position, preferably in a SaaS environment.
- Minimum 2 years of experience working with mission critical customer issues and technical escalations.
- Good knowledge with configuring & troubleshooting Single Sign-on (SAML + SCIM).
- Good experience with configuring & troubleshooting RADIUS.
- General Networking understanding.
- Excellent interpersonal communication.
- Strong oral and written communication skills.
- Understanding of user onboarding and offboarding practices.
- Understanding of Information security best practices.
- Passion for learning new technologies.
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, and escalation engineers to provide solutions.
- Evaluate, identify, and escalate platform bugs and issues.
- Maintain a technical understanding of the entire JumpCloud Platform.
- Collaborate with Customer Success and Account Managers.
- Develop and maintain knowledge base articles.
- Collaborate on projects to improve support operations.
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