Customer Support Engineer, Tier 2
New
J
JumpCloudIT Management
Hyderabad, India - Remote, 12:30-21:30 ISTFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 7+ years
- Required Skills
- SaaSTroubleshooting
Requirements
- 7+ years in a technical, customer-facing SaaS environment.
- 2–3+ years of experience handling mission-critical technical escalations.
- Deep proficiency in the Windows platform (Registry, PowerShell, Credential Manager, Event Logging).
- Expertise in Active Directory (Domain Forests, GPOs, User/Group Management).
- Experience with advanced diagnostic tools such as Sysinternals, Wireshark, XPath, and pktmon.
- Proven ability to partner with senior leaders and executives.
- Methodical, evidence-based troubleshooting approach.
- Ability to mentor peers and document complex workflows.
- Availability for 12:30-21:30 IST shift and rotating weekend on-call duty.
Responsibilities
- Serve as a senior technical point of contact for executive, VIP, and C-suite stakeholders.
- Manage large-scale commercial and enterprise customer relationships.
- Provide technical support, troubleshooting, and issue resolution via email, telephone, chat, or remote web session.
- Manage a queue of support tickets for high-priority technical issues using log analysis and network traces.
- Reproduce issues in-house through structured testing to identify root causes.
- Collaborate with peers, escalation points, and internal engineering teams on high-quality escalations.
- Develop and maintain internal knowledge base articles.
- Participate in on-call rotation including monitoring during weekend outages.
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