Customer Support Engineer, Tier 1 (MacOS and MDM) - India (Fri-Tues 19:30-04:30
JumpCloud
IndiaremotePosted 1 month ago
Skill Required
Customer-Support-EngineeringTechnical-SupportTier-1-SupportIT-SupportCustomer-SuccessTier-1-Support-EngineerMacOS-Support-EngineerCustomer-Support-EngineerAssociate-Support-EngineerMDM-Support-EngineerSupport-EngineerCustomer-SupportandGenerative AItroubleshootingEngineeringsecuritywrittenetc.)LinuxAPIsIAMiOSGoAIFulltime
Key highlights
- Experience: Minimum 1 year in technical customer-facing role
- Requirement: In-depth macOS platform knowledge
- Requirement: Availability for Fri-Tues 04:30-13:30 IST shift
- Benefit: Remote First
Role overview
As a Customer Support Engineer - Tier 1, you will be responsible for providing world-class technical support to JumpCloud’s customers. You will resolve high priority and mission critical customer issues in a fast-paced environment, applying your technical knowledge to resolve issues and interfacing across Support and Engineering to ensure the timely resolution of defects.
Responsibilities
- Provide technical support, troubleshooting and issue resolution to our customers via email, telephone, 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, 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.
Requirements
- Minimum of 1 year of experience in a technical, customer-facing position, preferably in a SaaS environment.
- Minimum of 1 year of experience working with mission critical customer issues and customer and technical escalations.
- Excellent interpersonal communication.
- Strong oral and written communication skills.
- In-depth knowledge of the macOS platform - FileVault, Keychain, Apple Mobile Device Management (MDM) + DEP, and overall system management.
- Directory Services (Google Workspace (GWS), Okta, LDAP).
- iOS Management.
- Software Management (VPP).
- REST APIs
- User onboarding and offboarding.
- Information security best practices.
- Passion for learning new technologies.
- Enthusiasm for collaborative working.
- Ability to thrive in a rapidly changing environment.
- Must be available for one or both of these shifts: Fri-Tues 04:30-13:30 IST.
- Must be located in and authorized to work in the country noted in the job description to be considered for this role.
- Required to speak and write in English fluently.
Nice to have
- Knowledge of core Linux concepts such as Secure Shell (SSH), User Identifier (UID) and Group Identifier (GID) management, Pluggable Authentication Modules (PAM), pkg management (Yum, RPM, Apt, etc.).
- Experience supporting and troubleshooting one or more Linux distros: Ubuntu, Debian, RHEL, or CentOS.
- Providing live chat to technical customers & technology stakeholders.
- Scripting.
- Using AI to enhance your productivity.
- AI Prompt Engineering skills.
- Full-time remote working and self-motivated productivity.
Benefits
- Remote First work environment.
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.
- 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.
- 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.
- 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 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 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.
- #BI-Remote
- Originally posted on Himalayas