Customer Support Engineer, Tier 1 (MacOS and MDM)
New
J
JumpCloudIT Management
Mexico City, Mexico - Remote, 9:00-18:00 MDTFull-TimeEntry
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- Minimum of 1 year
- Required Skills
- LDAPRESTful APIsSaaSGoogle Workspace
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.
- In-depth knowledge of the macOS platform - FileVault, Keychain, Apple Mobile Device Management (MDM) + DEP, and overall system management.
- Knowledge of Directory Services (Google Workspace (GWS), Okta, LDAP).
- Experience with iOS Management.
- Experience with Software Management (VPP).
- Experience with REST APIs.
- Understanding of user onboarding and offboarding and information security best practices.
- Excellent interpersonal and communication skills.
- Ability to thrive in a rapidly changing environment.
- Availability for 9:00-18:00 MDT shift, Monday-Friday, and occasional weekends.
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.
View Full Description & ApplyYou'll be redirected to the employer's site
