Customer Support Engineer, Tier 2 (Windows)

📋 Description

• Provide technical support, troubleshooting and issue resolution to our customers via email
• 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, our 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.

🎯 Requirements

• Minimum of 5 years of experience in a technical, customer-facing position, preferably in a SaaS
• Minimum of 2 years of experience working with mission critical customer issues and customer and
• In-depth knowledge of the Windows platform - Registry Hives, LGPOs, PowerShell and CMD, Windows
• Strong understanding of the Active Directory platform - Domain Forests, GPOs, Azure Active
• Experience with configuring & troubleshooting Single Sign-on (SAML + SCIM).
• Good experience with configuring & troubleshooting RADIUS.