Customer Support Engineer, Tier 2 - India
JumpCloud
IndiaremotePosted 1 month ago
Skill Required
Customer-Support-EngineeringTechnical-SupportWindows-System-AdministrationActive-Directory-AdministrationIAMTier-2-Support-EngineerCustomer-Support-Engineer2nd-Line-Support-EngineerTechnical-Support-EngineerClient-Support-EngineerProduct-Support-EngineerSupport-EngineertroubleshootingEngineeringShell ScriptingObservabilityWiresharkTestNGdesignAzureAPIsAWSandAIFulltime
Key highlights
- Required experience: 7+ years in technical customer-facing SaaS, 2–3+ years handling mission-critical escalations
- Remote-first role based in India
- On-call rotation required: weekends (2 weekends every 13–17 weeks) plus evening IST shift (12:30–21:30)
- Must have deep Windows and Active Directory expertise with advanced diagnostic tool proficiency
- Executive/VIP engagement required—must communicate complex technical issues to C-suite stakeholders
- Remote work with collaborative culture across 15+ countries
Role overview
JumpCloud is seeking a Tier 2 Customer Support Engineer specializing in Windows and Active Directory to serve as a subject matter expert bridging deep technical troubleshooting and executive-level customer communication. In this role, you will solve high-complexity identity and directory integration escalations that directly impact enterprise customers' core IT infrastructure, while expanding your expertise to support broader platform capabilities including RADIUS, SSO/SML/SCIM, and AI features.
Responsibilities
- Serve as a senior technical point of contact for executive, VIP, and C-suite stakeholders, driving clear and transparent communication throughout high-pressure incidents and complex customer escalations.
- Manage large-scale commercial and enterprise customer relationships by providing high-level technical guidance to senior leaders and engineers, ensuring complex issues are understood and addressed at a business-impact level.
- Provide technical support, troubleshooting, and issue resolution to customers via email, telephone, chat, or remote web session, applying deep technical analysis to complex Windows and Active Directory integration challenges.
- Manage a queue of support tickets for high-priority and complex technical issues, leveraging evidence-based troubleshooting—such as log analysis (XPath, event logs), network traces (Wireshark, pktmon), and memory dumps—to identify root causes beyond surface-level symptoms.
- Reproduce issues in-house through structured testing and variable isolation to prove technical theories, ensuring fixes are robust and not reliant on temporary workarounds.
- Collaborate with peers, escalation points, and internal engineering teams to provide clear, high-quality escalations backed by a defensible technical diagnosis based on captured evidence and thorough preliminary research.
- Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date, providing technical feedback based on recurring troubleshooting trends.
- Maintain a deep technical understanding of the entire JumpCloud Platform and its integration with Windows/AD environments.
- Collaborate with Account Managers, Customer Success Managers, and Implementation Engineers to ensure the success of new customers as they transition into day-to-day use of the product.
- Develop and maintain internal knowledge base articles to increase shared knowledge among the entire support engineering team, specifically focusing on documenting complex troubleshooting methodologies and 'how-to' guides for advanced diagnostic tools.
- Collaborate with peers on projects aimed at improving the customer and support engineer experiences by optimizing diagnostic workflows and internal tooling.
- Participate in on-call rotation, including monitoring status updates and external customer responses to incoming cases during outages and maintaining clear communication with stakeholders throughout the incident lifecycle.
Requirements
- 7+ years of experience in a technical, customer-facing SaaS environment.
- 2–3+ years of specific experience handling mission-critical technical escalations.
- Deep proficiency in the Windows platform (Registry, PowerShell, Credential Manager, Event Logging) and Active Directory.
- Comfortable utilizing advanced diagnostic tools such as Sysinternals, Wireshark, and XPath.
- Proven ability to partner with senior leaders, executives, and internal engineers.
- Ability to synthesize complex technical root causes (e.g., authentication failures or GPO conflicts) into clear, business-impact communication for non-technical stakeholders (CIOs/CISOs).
- Methodical, systematic approach to resolution; ability to isolate variables and replicate edge cases to build defensible diagnoses.
- Excellent soft skills and mentorship ability: teaching instinct, documents complex workflows for the broader team, exercises good judgment when setting escalation boundaries.
- Shift scheduled for 12:30–21:30 IST, Monday to Friday.
- On-call rotation on Saturdays and Sundays (rotation basis of 2 weekends every 13–17 weeks).
- Located in and authorized to work in the country noted in the job description (India).
- Fluent in speaking and writing English.
Nice to have
- Understanding or exposure to one or more of the following: Directory Services (Azure, G Suite, Okta, LDAP).
- Active Directory platform knowledge including Domain Forests, GPOs, Azure Active Directory (AAD), User/Group Management, Network Architecture and Design.
- Previous JumpCloud experience.
- Experience leveraging AI Tools to enhance Operations and the Customer Experience.
- Track record of automating IT services via scripting, PowerShell, Slack, and APIs.
- Experience supporting AWS environments.
- Experience supporting Managed Service Providers.
Additional details
- All roles at JumpCloud are Remote unless otherwise specified in the Job Description.
- JumpCloud is committed to being Remote First, meaning you are able to work remotely within the country noted in the Job Description.
- There is an expectation that engineers participate in on-call shifts and commit to being ready and able to respond during assigned shifts so alerts do not go unaddressed.
- JumpCloud has teams in 15+ countries around the world and conducts internal business in English; any additional language requirements will be included in the job description details.
- Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud.
- 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: JumpCloud will never ask for personal account information such as credit card details or bank account numbers during the recruitment process, will never send a check for equipment prior to employment, and all communication from recruiters/hiring managers will come from official @jumpcloud.com email addresses and will never ask for any payment or fee.
- If contacted by anyone claiming to represent JumpCloud and authenticity is in question, do not provide personal/financial information and contact JumpCloud immediately with the subject line 'Scam Notice'.
- #BI-Remote
- Originally posted on Himalayas