Posted today · be early
Customer Support Engineer, Tier 2 - India
JumpCloud
IndiaremotePosted 1 day 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 technical escalations
- Key benefit: Remote First – work remotely within the country noted in the job description
- Notable requirement: Deep proficiency in Windows platform (Registry, PowerShell, Credential Manager, Event Logging) and Active Directory with advanced diagnostic tools (Sysinternals, Wireshark, XPath)
- Shift: 12:30-21:30 IST Monday–Friday, on-call rotation weekends (2 weekends every 13–17 weeks)
- On-call rotation required with expectation to be ready and able to respond during assigned shifts
- Language requirement: English fluency (speak and write) required for interview and role
Role overview
As a Tier 2 Customer Support Engineering specializing in Windows and Active Directory, you serve as 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. We are seeking an engineer who is eager to expand their impact by learning to support broader platform capabilities, including RADIUS, SSO/SML/SCIM, and our cutting-edge 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 our 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. Ensure every escalation is 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 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, 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.
- On-call rotation required. Duties include monitoring of status updates and external customer responses to incoming cases during outages, maintaining clear communication with stakeholders throughout the incident lifecycle.
Requirements
- Experience: 7+ years in a technical, customer-facing SaaS environment, with 2–3+ years of specific experience handling mission-critical technical escalations.
- Executive & VIP Engagement: Proven ability to partner with senior leaders, executives, and internal engineers. You excel at synthesizing complex technical root causes—such as authentication failures or GPO conflicts—into clear, business-impact communication for non-technical stakeholders (CIOs/CISOs).
- Windows & AD Expertise: Deep proficiency in the Windows platform (Registry, PowerShell, Credential Manager, Event Logging) and Active Directory. You are comfortable utilizing advanced diagnostic tools (Sysinternals, Wireshark, XPath) and have a strong desire to expand into new technologies like RADIUS, SSO, and AI features.
- Evidence-Based Troubleshooting: A methodical, systematic approach to resolution. You isolate variables and replicate edge cases to build defensible diagnoses, ensuring permanent solutions rather than relying on workarounds.
- Soft Skills & Mentorship: A teaching instinct. You mentor peers, document complex workflows for the broader team, and exercise excellent judgment when setting escalation boundaries—ensuring customers feel supported even when a direct fix is outside of scope.
- Shift scheduled for Shifts: 12:30-21:30 IST (Monday to Friday)
- On-Call Requirement (Saturday&Sunday - On a rotation basis of 2 weekends every 13-17 weeks)
- You must be located in and authorized to work in the country noted in the job description to be considered for this role.
- To be considered for a role at JumpCloud®, you will be required to speak and write in English fluently.
- 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 don't go unaddressed.
Nice to have
- Directory Services (Azure, G Suite, Okta, LDAP)
- Active Directory platform - 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
Benefits
- Remote First: you are able to work remotely within the country noted in the Job Description.
- Work with amazing talent across each department who are passionate about our mission.
- You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.
- Core value: “Build Connections” – creating human connection with each other regardless of backgrounds, orientations, geographies, religions, languages, gender, race, etc.
Additional details
- All roles at JumpCloud® are Remote unless otherwise specified in the Job Description.
- 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.
- JumpCloud® is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description.
- 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. Any additional language requirements will be included in the details of the job description.
- Please submit your résumé 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. If you are contacted by anyone claiming to represent JumpCloud and you are unsure of their authenticity, please do not provide any personal/financial information and contact us immediately at with the subject line "Scam Notice"
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- Originally posted on Himalayas