Tier 1 Customer Support Engineer, Windows - Puebla, México - Jumpcloud

Jumpcloud

Empresa verificada

Puebla, México

hace 3 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

All roles at JumpCloud are Remote unless otherwise specified in the Job Description.

About JumpCloud

JumpCloud helps IT teams and Managed Service Providers (MSPs) Make Work Happen by centralizing management of user identities and devices, enabling small and mediumsized enterprises to adopt Zero Trust security models. JumpCloud has been used by more than 200,000 organizations, including GoFundMe, Grab, ClassPass, Beyond Finance, and Foursquare. JumpCloud has raised over $400M from worldclass investors including Sapphire Ventures, General Atlantic, Sands Capital, Atlassian, and CrowdStrike. Our teams are growing fast, too, and we're looking for talent across engineering, sales, customer success, marketing, product management, and more. Join our team of dedicated, passionate, and creative people who are eager to change the IT industry forever.

About the Role:

As a Technical Support Engineer
Tier 1 you will be responsible for providing worldclass technical support to JumpCloud's customers. We are looking for a highly technical selfstarter that is driven to exceed customer expectations across JumpCloud's various support channels. This position will resolve high priority and mission critical customer issues in a fastpaced environment. As a Technical Support Engineer

Responsibilties:

Manage a queue of support tickets for high priority and complex technical issues
Reproduce issues inhouse 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, worldclass 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
Oncall rotation required. Duties include monitoring of status updates and external customer responses to incoming cases during outage.

Requirements:

Minimum of 1 year of experience in a technical, customerfacing 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
Indepth knowledge of the Windows platform
Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience
Understanding of the Active Directory platform
Domain Forests, GPOs, Azure Active Directory (AAD), User/Group Management.
Strong oral and written communication skills
Experience with configuring & troubleshooting Single Signon (SAML+ SCIM)
Understanding of user onboarding and offboarding practices.
Understanding of Information security best practices
Passion for learning new technologies
Enthusiasm for collaborative working
Ability to thrive in a rapidly changing environment

Preferred Experience:

Providing live chat to technical customers & technology stakeholders
Non-Windows Directory Services (G Suite, AWS, LDAP)
Networking & Authentication (RADIUS)
REST APIs
Scripting(Powershell, CMD, BASH)
Fulltime remote working and selfmotivated productivity.
Using macOS hardware as your primary workdeviced

Available shifts for this opportunity:

Schedule: Monday
Friday, Hours: 9:00AM 18:00 US MT (UTC6)

Schedule: Tuesday

Saturday, Hours: 8:00AM 17:00 US MT (UTC6)

Schedule: Sunday

Thursday, Hours: 10:00 19:00 US MT (UTC6)

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Where you'll be working/Location:

JumpCloud is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description.

You must be located in and authorized to work in the country noted in the job description to be considered for this role.

Please note:
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.

Language:

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. To be considered for a role at JumpCloud, you will be required to speak and write in English fluently. Any additional language requirements will be included in the details of the job description.

Why JumpCloud?