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
- On-call rotation required. Duties include monitoring of status updates and external customer responses to incoming cases during outage.
- We're looking for:
- Minimum of 5 years of experience in a technical, customer-facing position, preferably in a SaaS environment
Minimum of 2 years of experience working with mission critical customer issues and customer and technical escalations
In-depth knowledge of the Windows platform - Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience
Strong understanding of the Active Directory platform - Domain Forests, GPOs, Azure Active Directory (AAD), User/Group Management.
Experience with configuring & troubleshooting Single Sign-on (SAML+ SCIM)
Good experience with configuring & troubleshooting RADIUS
General Networking understanding
Excellent interpersonal communication
Strong oral and written communication skills
Understanding of user onboarding and offboarding practices.
Understanding of Information security best practices
Passion for learning new technologies
Enthusiasm for collaborative working
Ability to thrive in a rapidly changing environment
Bilingual - English and Portuguese, written and verbal
- Shifts: Mon-Fri 14:00 - 22:00
- Preferred Qualifications:
- Knowledge of the macOS platform - FileVault, Keychain, Apple Mobile Device Management (MDM) + DEP, and overall system management.
Experience supporting and troubleshooting one or more Linux distros: Ubuntu, Debian, RHEL, or CentOS.
Non-Windows Directory Services (G Suite, AWS, LDAP)
REST APIs
Scripting (Powershell, CMD, BASH)
Using AI to enhance your productivity
AI Prompt Engineering skills
Full-time remote working and self-motivated productivity.
Using macOS hardware as your primary work-device
