Customer Support Engineer, JumpCloud
MacOS
More information about location
Unified platform for identity, access and devices
Job no longer available
Unified platform for identity, access and devices
501-1000 employees
Job no longer available
More information about location
501-1000 employees
Company mission
To build a world-class cloud directory.
Role
Who you are
- This is an excellent growth opportunity for someone with previous work experience as a Technical Support Engineer or System Administrator with a background in supporting macOS systems who would like to join an IT focused product company
- Inspired technology professionals who love the challenge of supporting our customers and internal teams to ensure the successful adoption, usage, integration of our Directory-as-a-Service® (DaaS) platform
- Minimum of 4 years experience in a technical, customer-facing position
- Excellent interpersonal communication, passion for learning new technologies and understanding how to utilize them in a customer-facing environment
- Strong oral and written communication skills are imperative
- A logical approach to problem solving
- In-depth knowledge of the macOS platform- FileVault & Secure Tokens, Keychain, Apple Mobile Device Management (MDM) + Automated Device Enrolment (ADE), and overall system management
- Understanding or exposure to one or more of the following:
- Understanding or exposure to one or more of the following:Directory Services (G Suite, Okta, LDAP)
- IOS Management or Linux Operating Systems
- User onboarding and offboarding
- REST APIsScripting ( Bash or Power-shell )
What the job involves
- Tier 2 Customer Support Engineers will have an opportunity to support Linux, LDAP, Google Workspace, and other areas of the JumpCloud platform in addition to macOS and MDM features
- This role involves rigorous training and clear communication in deeply technical identity subject matter such as authentication, system management, and networking. You’ll work with passionate team members supporting an exciting product actively used by our global user base
- Provide technical support and issue resolution to our customers through ongoing issue triaging via email, telephone or remote web session
- Collaborate with peers, mentors, our knowledge base, community forums and other internal tools to provide the most effective, world-class solutions for our customers
- Reproduce issues in-house and respond to customers in a timely manner
- Create and implement processes that help Support meet key objectives
- Escalate issues in a timely manner for resolution
- Work with 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 - ensuring the access of their entire employee base to all of the resources needed - their servers, workstations and laptops, the networks they access to all of the web and on-premise applications they use every day
- Research and evaluate technologies to create new knowledge base articles that capture new information for reuse throughout the organization and for end users
- On-call rotation required. Duration - 1 week intervals. Duties include monitoring of status updates and external customer responses to incoming cases during outage
- 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
Application process
- Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud®
Our take
With thousands of companies across the globe moving to a ‘work anywhere’ model, the secure remote access market is booming. JumpCloud provides an open directory platform for simple, secure and frictionless access to corporate technology resources from any device or location. The cloud-native directory acts like a conduit, connecting companies and their workers with all the IT resources needed to do their jobs without compromising security.
It offers a subscription-based model with a variety of packages that can be customized depending on the needs of the client. The company has also has a new app that helps enterprise IT departments with multi-factor authentication, keeping it simple with an accept or deny functionality. It's a smart move considering the world is becoming more mobile-driven.
While the company had concerns over economic uncertainty, it doesn't seem to be affected whatsoever. Given its recent acquisition of Stack Identity and the launch of its Partner Program, JumpCloud is in an exciting position for continued growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Oct 2021
$66m
SERIES F
Sep 2021
$159m
SERIES F
Total funding: $381.7m
Company benefits
- Annual Leave
- Sick Leave
- Parental Leave
- Health Insurance
- Competitive Pension Scheme
- Group Income Protection
- Life Insurance
- Wellness Programme
- Employee Assistance Programme
Company HQ
Louisville, CO
Leadership
Rajat Bhargava
(Co-Founder & CEO)They studied at MIT, before co-founding JumpCloud in 2012. They have been CEO since, while also authoring The Startup Playbook in 2018.
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