Customer Support Engineer, Tier 1 (Windows)
New
J
JumpCloudSaaS IT management
Remote within the country noted in the Job Description., Monday-Friday 05:00-14:00 MTFull-TimeEntry
Salary not disclosed
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Job Details
- Languages
- Bilingual - English and Portuguese, written and verbal
- Experience
- Minimum of 3 years of experience in a technical, customer-facing position; minimum of 2 year of experience working with mission critical customer issues and customer and technical escalations
- Required Skills
- Networking
Requirements
- Have at least 3 years of experience in a technical, customer-facing position, preferably in a SaaS environment.
- Have at least 2 years of experience handling mission-critical customer issues and customer and technical escalations.
- Have strong knowledge of Windows, including Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager, Event Logging, and Windows Home, Pro, and Server.
- Understand Active Directory, including Domain Forests, GPOs, Azure Active Directory, and user and group management.
- Have experience configuring and troubleshooting Single Sign-on using SAML and SCIM.
- Have experience configuring and troubleshooting RADIUS.
- Understand general networking, user onboarding and offboarding practices, and information security best practices.
- Have strong interpersonal, oral, and written communication skills.
- Be bilingual in English and Portuguese, written and verbal.
- Work the Monday-Friday 05:00-14:00 MT shift and participate in assigned on-call shifts.
- Preferred: knowledge of macOS, including FileVault, Keychain, Apple MDM, DEP, and system management.
- Preferred: experience supporting and troubleshooting Linux distributions such as Ubuntu, Debian, RHEL, or CentOS.
Responsibilities
- Provide technical support, troubleshooting, and issue resolution through email, telephone, chat, and remote web sessions.
- Manage a queue of support tickets involving high-priority and complex technical issues.
- Reproduce issues in-house and respond to customers in a timely manner.
- Collaborate with Support and Engineering to help resolve defects.
- Work with peers, escalation points, mentors, knowledge bases, and community forums to provide solutions.
- Collaborate with Product and Learning teams to keep customer education programs accurate and up to date.
- Maintain technical understanding of the JumpCloud Platform.
- Work with Account Managers and Implementation Engineers to support new customers transitioning to product use.
- Develop and maintain internal knowledge base articles.
- Collaborate on projects to improve customer and support engineer experiences.
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