JumpCloud
Technology
Tier1CustomerSupportEngineer,Windows
Neural analysis suggests this role is
optimal for Mid candidates.
“Tier 1 Customer Support Engineer, Windows at JumpCloud. Skills: Customer support, Technical troubleshooting, SaaS support. Provide technical support to customers. Troubleshoot customer issues”
Industry & Context.
Troubleshooting; Issue resolution; Root cause analysis
On-call shifts
What They're Looking For.
Must Have
3 years technical customer-facing experience, 2 years mission critical customer issues, Good knowledge configuring & troubleshooting SAML, Good knowledge configuring & troubleshooting SCIM, Good knowledge configuring & troubleshooting RADIUS, General Networking understanding, Excellent interpersonal communication, Excellent oral communication, Excellent written communication, Understanding user onboarding practices, Understanding user offboarding practices, Understanding Information security best practices, Passion for learning new technologies, Enthusiasm for collaborative working, Ability to thrive in rapidly changing environment, Fluent English speaking, Fluent English writing
Nice to Have
Non-Windows Directory Services experience, REST APIs experience, Scripting experience, Using AI to enhance productivity, AI Prompt Engineering skills, Full-time remote working experience, Self-motivated productivity experience, macOS hardware primary work-device experience
What You'll Do.
Provide technical support to customers
Troubleshoot customer issues
Resolve customer issues via email
Resolve customer issues via phone
Resolve customer issues via chat
Resolve customer issues via remote web session
Manage support ticket queue
Reproduce issues in-house
Respond to customers promptly
Evaluate platform bugs
Identify platform bugs
Escalate platform bugs
Maintain technical understanding of JumpCloud Platform
Collaborate with Customer Success Managers
Collaborate with Account Managers
Collaborate with Implementation Engineers
Develop knowledge base articles
Maintain knowledge base articles
Collaborate with peers on projects
Improve customer operations
Improve Support Engineering operations
How You'll Work.
Team & Collaboration
Collaborate with Peers; Collaborate with Mentors; Collaborate with Escalation Engineers; Collaborate with Customer Success Managers; Collaborate with Account Managers; Collaborate with Implementation Engineers; Collaborate with peers on projects
Communication Scope
Oral communication; Written communication
Full Job Description
## Description All roles at JumpCloud® are Remote unless otherwise specified in the Job Description. About JumpCloud® 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. About the role: As a Customer Support Engineer - Tier 1 you will be responsible for providing world-class technical support to JumpCloud’s 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 front line customer issues in a fast-paced environment. As a Customer Support Engineer- Tier 1 you will help provide assistance via Chat, Phone and Email. ## What you’ll be doing Provide technical support, troubleshooting and issue resolution to our customers via email, phone, 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, Mentors, Escalation Engineers, Knowledge Base and other internal tools to provide the most effective, world-class solutions for our customers. Evaluate, identify, and escalate platform bugs and issues as they are encountered. Maintain a technical understanding of the entire JumpCloud Platform. Collaborate with Customer Success Managers, Account Managers 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 knowledge base articles to increase shared knowledge among the entire Support
Applying for this Tier 1 Customer Support Engineer, Windows role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Lever
- Lever uses a streamlined one-page form — apply in under 5 minutes.
- LinkedIn import works well; review parsed data before submitting.
- The cover letter field is optional but visible to reviewers — use it to differentiate.
- Referral codes from employees can significantly boost visibility of your application.
ANONYMOUS · UNFILTERED
What do employees actually say about JumpCloud?
Real rants from real employees. Read before you apply.