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Provide technical support, troubleshooting and issue resolution to customers via email, telephone
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, escalation points, mentors, knowledge base, community forums and other
Collaborate with Product and Learning teams to ensure customer education programs are accurate and
Maintain a technical understanding of the entire JumpCloud Platform

Minimum 3 years of experience in a technical, customer-facing position, preferably in a SaaS
Minimum 2 years of experience working with mission critical customer issues and escalations
Strong knowledge of the Windows platform (Registry Hives, LGPOs, PowerShell and CMD, Windows
Understanding of Active Directory platform (Domain Forests, GPOs, Azure Active Directory
Experience with configuring & troubleshooting Single Sign-on (SAML+ SCIM)
Good experience with configuring & troubleshooting RADIUS

Customer Support Engineer, Tier 1 (Windows)

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