Technical Support Engineer, Tier 2 and Partner Support - Mexico

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

About JumpCloud
JumpCloud® delivers a unified open directory platform that makes it easy to securely manage identities, devices, and access across your organization. With JumpCloud®, IT teams and MSPs enable users to work securely from anywhere and manage their Windows, Apple, Linux, and Android devices from a single platform. JumpCloud® is IT Simplified.

About the Role:

As a Technical Support Engineer - Tier 2 and Partner Support you will be responsible for providing world-class dedicated technical support to JumpCloud’s largest partners and customers. We are looking for a highly technical self-starter 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 fast-paced environment. As a Technical Support Engineer- Tier 2 you will help provide mentoring and training to Tier 1 Engineers, apply your deep technical knowledge to resolve customer issues, and regularly interface across Support and Engineering to ensure the timely resolution of defects.

This role is both technical and relationship based. A successful support engineer will need to develop a familiarity of their customer’s environment and build a rapport with their technical staff and leadership. This role’s core hours will be 7am to 4pm MST but some flexibility with hours will be necessary from time to time to support some of your customer’s initiatives.

What you’ll be doing::
• Resolve complex and urgent technical issues and customer escalations through email, phone, and chat interactions
• Provide dedicated support to a subset of JumpClouds largest and most strategic partners
• Manage a queue of support tickets for high priority and complex technical issues
• Provide mentoring and coaching to Tier 1 Technical Support Engineers
• Partner with Engineering to drive resolution of critical issues, outages, and defects
• Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date
• Maintain a deep technical understanding of the entire JumpCloud Platform while serving as an SME in the areas of Windows, RADIUS, Active Directory, SSO (SAML, SCIM, ODIC), and all things device management
• 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 regular standups and case reviews with partners as needed
• Partner with other POD members across CSM and Professional Services
• Maintain detailed account and case notes to ensure proactive communication with our partners.
• While focused on supporting partners this role will also continue to work with direct customers, escalations, and support other CSEs as necessary.

We’re looking for...:
• Inspired technology professionals who love the challenge of supporting our customers and internal teams to ensure the successful adoption, usage, and integration of our Cloud Directory Platform.
• Minimum of 5 years experience in a technical, customer-facing position, preferably in a SaaS environment
• Minimum of 1 year experience working with mission critical customer issues and customer and technical escalations
• Excellent interpersonal communication
• Passion for learning new technologies and understanding how to utilize them in a customer-facing environment
• Ability to thrive in a rapidly changing environment
• Strong oral and written communication skills
• A logical approach to problem solving
• Understanding of the following concepts, with SME level understanding in one or more areas:
• In-depth knowledge of the Windows platform - Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience
• In-depth knowledge of the macOS platform- FileVault, Keychain, Apple Mobile Device Management (MDM) + DEP, and overall system management.
• Directory Services (Active Directory, G Suite, Okta, LDAP)
• Linux- Secure Shell (SSH), User Identifier (UID) and Group Identifier (GID) management, Pluggable Authentication Modules (PAM), pkg management (Yum, RPM, Apt, etc.), and experience supporting and troubleshooting one or more Linux distros: Ubuntu, Debian, RHEL, or CentOS
• Single Sign-on (SAML+ SCIM)
• User onboarding and offboarding
• Experience supporting Networking & Authentication (RADIUS)
• Information security best practices

Bonus Points::
• Previous JumpCloud experience
• Track record of automating IT services via scripting, PowerShell, Slack, and APIs
• Experience supporting Networking & Authentication (RADIUS)
• Experience supporting AWS environments
• Experience supporting Managed Service Providers

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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.

This role is remote in the country of Mexico. You must be located in and authorized to work in Mexico to be considered for this role.

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®?
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! JumpCloud® is an incredible place to share and grow your expertise! You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. 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.

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. We care deeply about the people that we work with and want to see everyone succeed." - Rajat Bhargava, CEO

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 [email protected] with the subject line "Scam Notice"

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