Customer Support Engineer, Tier 2

Job Description

As a Customer Support Engineer, you will: * Resolve complex technical issues and urgent customer escalations via email, phone, and chat. * Manage a support ticket queue, addressing high-priority and complex technical issues. * Mentor and coach Tier 1 Technical Support Engineers. * Partner with Engineering to drive the resolution of critical issues, outages, and defects. * Collaborate with Product and Learning teams to ensure customer education programs are accurate and current. * Maintain a deep technical understanding of the JumpCloud Platform, serving as an SME to develop internal training. * Work closely with Account Managers and Implementation Engineers to ensure new customer success. * Develop and maintain internal knowledge base articles to enhance team knowledge. * Collaborate on projects aimed at improving customer and support engineer experiences.

Qualifications

Key requirements include: 1. A minimum of 5 years' experience in a technical, customer-facing position. 2. Excellent interpersonal communication skills and a passion for learning new technologies. 3. Strong oral and written communication skills. 4. A logical approach to problem-solving. 5. In-depth knowledge of Single Sign-on (SAML, OIDC, SCIM). 6. Solid understanding of networking fundamentals (IP, TLS, DNS, RADIUS). 7. Experience with the Windows platform. 8. Strong customer empathy with effective stakeholder management skills.

Benefits

Notice: Be cautious of scams offering fake employment opportunities in JumpCloud's name. JumpCloud never asks for personal account information or sends checks for equipment before employment. Official communications come from @jumpcloud.com email addresses and will never request payments or purchases from job seekers.