Posted today · be early
Customer Support Engineer, Tier 1 (MacOS and MDM) - India (Fri-Tues 19:30-04:30
JumpCloud
IndiaremotePosted 1 day ago
Skill Required
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Key highlights
- Minimum of 1 year technical, customer‑facing experience (SaaS preferred)
- Remote‑first role; work from anywhere in the specified country
- Required shift: Fri‑Tue 04:30‑13:30 IST
- Must be fluent in English (spoken and written)
- On‑call rotation expected
- Inclusive, equal‑opportunity employer with supportive culture
Role overview
The Customer Support Engineer – Tier 1 provides world‑class technical support to JumpCloud customers, handling high‑priority and mission‑critical issues across email, phone, chat, and remote sessions, while collaborating with internal teams to ensure timely resolution and customer success.
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.
- Participate in on‑call shifts and be ready to respond during your assigned shift so that alerts don't go unaddressed.
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 located in and authorized to work in the country noted in the job description.
- Must be fluent in speaking and writing English.
- Must be available for one or both of the following shifts: Fri‑Tues 04:30‑13:30 IST.
- Remote work within the country noted in the Job Description (Remote First).
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; ability to work remotely within the country noted in the Job Description.
- Inclusive culture that values human connection across backgrounds, orientations, geographies, religions, languages, gender, race, etc.
- Opportunity to work with amazing talent across departments and have a voice in the organization.
- Supportive executive team and board.
- Participation in a proven market with excited customers.
- Equal opportunity employer; all applicants considered without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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.
- Why JumpCloud®? If you thrive working in a fast, SaaS‑based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you!
- One of JumpCloud®'s three core values is to “Build Connections.” To us that means creating human connection with each other regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc.
- 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.
- Scam Notice: JumpCloud will never ask for personal account information, credit card details, bank account numbers, or send a check for equipment prior to employment. All official communication will come from @jumpcloud.com email addresses.
- #BI-Remote
- Originally posted on Himalayas