Tier 1 Customer Support Engineer, Mac & Linux - India

All roles at JumpCloud ® are Remote unless otherwise specified in the Job Description.

About JumpCloud ®

JumpCloud ® is the AI-powered unified IT management platform designed to secure the modern workforce. By consolidating identity, device, and access management, JumpCloud provides intelligent, secure IT that scales from human users to autonomous AI agents. We help organizations around the globe eliminate complexity and turn AI risk into an optimized advantage, ensuring the right people and agents have secure access to the right resources at all times.

JumpCloud is Intelligent, Secure IT.

About the role:

As a Customer Support Engineer - Tier 1 you will be responsible for providing world-class technical support to JumpCloud ’s 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 front line customer issues in a fast-paced environment. As a Customer Support Engineer- Tier 1 you will help provide assistance via Chat, Phone and Email.

What you’ll be doing:

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.

We’re looking for:

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.

Excellent interpersonal communication skills.

Ability to leverage AI to enhance self productivity and customer experience with the Support.

Passion for learning new technologies and understanding how to utilize them in a customer-facing environment.

Ability to thrive in a dynamically evolving environment.

Strong oral and written communication skills.

A logical and analytical approach to problem solving.