Tier 1 Customer Support Engineer, Mac & Linux
You must be located in and authorized to work in the country noted in the job description to be considered for this role., 12:30-21:30 ISTFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- 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
- LDAPRESTful APIsLinux
Requirements
- Minimum of 3 years experience in a technical, customer-facing position, preferably in a SaaS environment.
- Minimum of 2 years experience working with mission critical customer issues and customer & technical escalations.
- 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).
- Experience with Directory Services Integrations (Google Workspace, Microsoft 365, AD, Okta, HR tools).
- Understanding of SAML, SCIM, LDAP, RADIUS, and REST APIs.
- Strong oral and written communication skills and fluency in English.
- Ability to leverage AI to enhance productivity.
- Logical and analytical approach to problem-solving.
- Ability to participate in on-call shifts.
Responsibilities
- Provide technical support, troubleshooting and issue resolution to our customers 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 to provide the most effective, world-class solutions for our customers.
- Evaluate, identify, and escalate platform bugs and issues as they are encountered.
- Maintain a technical understanding of the entire JumpCloud Platform.
- Collaborate with Customer Success Managers, Account Managers 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 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 Engineering operations.
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