Customer Support Engineer, Tier 1 (MacOS and MDM) - India

JumpCloud is an AI-powered unified IT management platform that consolidates identity, device, and access management to provide secure, scalable IT solutions for organizations worldwide.

Location: Remote (India)

Responsibilities

• Provide technical support, troubleshooting and issue resolution to 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, knowledge base, community forums and internal tools to provide effective solutions.
• 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 new customers.
• Develop and maintain internal knowledge base articles.
• Collaborate with peers on projects to improve 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 escalations.
• Excellent interpersonal communication.
• Strong oral and written communication skills.
• In-depth knowledge of the macOS platform including FileVault, Keychain, Apple MDM + DEP, and system management.
• Experience with Directory Services (Google Workspace, Okta, LDAP).
• Knowledge of iOS Management.
• Knowledge of Software Management (VPP).
• Experience with REST APIs.
• Experience with user onboarding and offboarding.
• Knowledge of information security best practices.
• Passion for learning new technologies.
• Enthusiasm for collaborative working.
• Ability to thrive in a rapidly changing environment.

Additional Information

• Shift: Fri-Tues 03:30-12:30 IST (16:00-01:00 MDT)
• Must be located in and authorized to work in India.
• Participation in on-call shifts is expected.
• Internal business conducted in English, fluency required.
• JumpCloud is committed to being Remote First, within the country of employment.
• Applicants should not expect to provide third-party resumes or pay any fees during the process.
• Beware of scams; official communication will come from @jumpcloud.com email addresses.