Customer Support Engineer, Tier 1 (MacOS and MDM) - India (Fri-Tues 19:30-04:30 IST)
Core
Provide world-class technical support and issue resolution for JumpCloud's customers via email, phone, chat, and remote sessions, focusing on high-priority and mission-critical defects.
Role type
Tier 1 Customer Support Engineer (SaaS)
Builds
Customer support solutions and knowledge base articles for the JumpCloud unified IT management platform
Domain
IT Management, Identity & Access Management, macOS/iOS ecosystem
Deliverable
client delivery
Required skills
macOS system management (FileVault, Keychain, MDM, DEP), Directory Services (Google Workspace, Okta, LDAP), iOS Management, VPP, REST APIs, User onboarding/offboarding, Information security best practices
Preferred skills
Linux concepts (SSH, UID, GID, PAM, pkg management), Linux distro support (Ubuntu, Debian, RHEL, CentOS), Scripting, AI Prompt Engineering
Technologies
JumpCloud, macOS, iOS, Google Workspace, Okta, LDAP, VPP, SSH, Yum, RPM, Apt
Responsibilities
Troubleshoot and resolve high-priority customer issues across multiple channels; Reproduce issues in-house and collaborate with engineering for defect resolution; Maintain technical understanding of the entire JumpCloud Platform; Develop and maintain internal knowledge base articles; Collaborate with Account Managers and Implementation Engineers for new customer transitions
Seniority
Junior, hands-on IC
