.All roles at JumpCloud are Remote unless otherwise specified in the Job Description.About JumpCloudJumpCloud delivers a unified open directory platform that makes it easy to securely manage identities, devices, and access across your organization. With JumpCloud, IT teams and MSPs enable users to work securely from anywhere and manage their Windows, Apple, Linux, and Android devices from a single platform. JumpCloud is IT Simplified.About the Role:As a Technical Support Engineer - Tier 2 you will be responsible for providing world-class technical support to JumpCloud's customers. We are looking for a highly technical self-starter that is driven to exceed customer expectations across JumpCloud's various support channels. This position will resolve high priority and mission critical customer issues in a fast-paced environment. As a Technical Support Engineer- Tier 2 you will apply your technical knowledge to resolve customer issues, and regularly interface across Support and Engineering to ensure the timely resolution of defects.What you'll be doing:Provide technical support, troubleshooting and issue resolution to our customers via email, telephone, chat or remote web session.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 internal tools to provide the most effective, world-class solutions for our customers.Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date.Maintain a technical understanding of the entire JumpCloud Platform.Collaborate with Account Manager and Implementation Engineers to ensure the success of our new customers as they transition into the day to day use of our product.Develop and maintain internal knowledge base articles to increase shared knowledge among the entire support engineering team.Collaborate with peers on projects aimed at improving the customer and support engineer experiences.On-call rotation required. Duties include monitoring of status updates and external customer responses to incoming cases during outage.We're looking for...Minimum of 5-7 years of system administrator experience in a technical, customer-facing position, preferably in a SaaS environment.Minimum of 5 years of experience working with mission critical customer issues and customer and technical escalations.Proficient level of oral and written English communication skills (This role provides phone and chat support to external customers).In-depth knowledge of the Windows platform - Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience.Examples of Skills, Knowledge And Experience needed to be successful in this role:Setting up an Active Directory Instance
