Tier 2 Technical Support Engineer, Windows & Active Directory - India

Job Description

All roles at JumpCloud are Remote unless otherwise specified in the Job Description. About JumpCloud JumpCloud delivers a unified open directory platform that makes it easy to securely manage identities, devices, and access across your organization. With JumpCloud , IT teams and MSPs enable users to work securely from anywhere and manage their Windows, Apple, Linux, and Android devices from a single platform. JumpCloud is IT Simplified. About the Role Do you enjoy solving challenging problems using the latest technologies within a great team? Is knowing your work will be highly visible and mission critical a key component for the next step in your career? At JumpCloud, we re looking for best-in-class talent to help define the future of modern identity and device management from the ground up. We built a disruptive new technology and it is reinventing a two decade old monopoly, giving thousands of organizations across the globe freedom of choice with their IT solutions. We give companies the ability to remotely manage and control all of their organization s identities, devices, & resources on a single, comprehensive, cloud-based platform. That means doing it better, faster, easier and more securely by staying on the bleeding edge of technology. As a Technical Support Engineer - Tier 2 and Partner Support you will be responsible for providing world-class dedicated technical support to JumpCloud s largest partners and customers. We are looking for a highly technical self-starter that is driven to exceed customer expectations across JumpCloud s various support channels. This position will resolve high priority and mission critical customer issues in a fast-paced environment. As a Technical Support Engineer- Tier 2 you will help provide mentoring and training to Tier 1 Engineers, apply your deep technical knowledge to resolve customer issues, and regularly interface across Support and Engineering to ensure the timely resolution of defects. This role is both technical and relationship based. A successful support engineer will need to develop a familiarity of their customer s environment and build a rapport with their technical staff and leadership. Some flexibility with hours will be necessary from time to time to support some of your customer s initiatives. Responsibilities: Resolve complex and urgent technical issues and customer escalations through email, phone, and chat interactions Provide dedicated support to a subset of JumpClouds largest and most strategic partners Manage a queue of support tickets for high priority and complex technical issues Provide mentoring and coaching to Tier 1 Technical Support Engineers Partner with Engineering to drive resolution of critical issues, outages, and defects Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date Maintain a deep technical understanding of the entire JumpCloud Platform while serving as an SME in the areas of Windows, RADIUS, Active Directory, SSO (SAML, SCIM, ODIC), and all things device management 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 Participate in regular standups and case reviews with partners as needed Partner with other POD members across CSM and Professional Services Maintain detailed account and case notes to ensure proactive communication with our partners. While focused on supporting partners this role will also continue to work with direct customers, escalations, and support other CSEs as necessary We re looking for inspired technology professionals who love the challenge of supporting our customers and internal teams to ensure the successful adoption, usage, and integration of the JumpCloud Platform: Minimum of 5 years experience in a technical, customer-facing position, preferably in a SaaS environment Minimum of 1 year experience working with mission critical customer issues and customer and technical escalations Excellent interpersonal communication Passion for learning new technologies and understanding how to utilize them in a customer-facing environment Ability to thrive in a rapidly changing environment Strong oral and written communication skills A logical approach to problem solving Understanding of the following concepts, with SME level understanding in one or more areas: In-depth knowledge of the Windows platform - Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience In-depth knowledge of the macOS platform- FileVault, Keychain, Apple Mobile Device Management (MDM) + DEP, and overall system management. Directory Services (Active Directory, G Suite, Okta, LDAP) Linux- Secure Shell (SSH), User Identifier (UID) and Group Identifier (GID) management, Pluggable Authentication Modules (PAM), pkg management (Yum, RPM, Apt, etc.), and experience supporting and troubleshooting one or more Linux distros: Ubuntu, Debian, RHEL, or CentOS Single Sign-on (SAML+ SCIM) User onboarding and offboarding Experience supporting Networking & Authentication (RADIUS) Information security best practices Bonus Points: Previous JumpCloud experience or JumpCloud Certifications Experience working at an MSP, VAR, or Reseller in the realm of IT Track record of automating IT services via scripting, PowerShell, Slack, and APIs Experience supporting AWS environments Experience supporting Managed Service Providers Available Shifts for this Opportunity Mon-Fri- 10:00am-7:00pm IST #LI- Where you ll be working/Location: JumpCloud is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description. You must be located in and authorized to work in the country noted in the job description to be considered for this role. Please note: There is an expectation that our engineers participate in on-call shifts. You will be expected commit to being ready and able to respond during your assigned shift, so that alerts dont go unaddressed. Language: JumpCloud has teams in 15+ countries around the world and conducts our internal business in English. The interview and any additional screening process will take place primarily in English. To be considered for a role at JumpCloud , you will be required to speak and write in English fluently. Any additional language requirements will be included in the details of the job description. Why JumpCloud ? One of JumpCloud s three core values is to Build Connections. To us that means creating " human connection with each other regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc. We care deeply about the people that we work with and want to see everyone succeed." - Rajat Bhargava, CEO Please submit your r sum and brief explanation about yourself and why you would be a good fit for JumpCloud . Please note JumpCloud is not accepting third party resumes at this time. JumpCloud is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Scam Notice: Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of JumpCloud. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note that JumpCloud will never ask for any personal account information, such as credit card details or bank account numbers, during the recruitment process. Additionally, JumpCloud will never send you a check for any equipment prior to employment. All communication related to interviews and offers from our recruiters and hiring managers will come from official company email addresses (@jumpcloud.com) and will never ask for any payment, fee to be paid or purchases to be made by the job seeker.