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Remote role · tier-1-c

Tier 1 Customer Support Engineer, Linux - Mexico

JumpCloud

remote,Mexico City, Mexico - RemoteCustomer Service
Role brief

Description

About the Role:
As a Technical Support Engineer - Tier 1 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 1 apply your technical knowledge to resolve customer issues, and regularly interface across Support and Engineering to ensure the timely resolution of defects.  

About the Role:
As a Technical Support Engineer - Tier 1 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 1 apply your technical knowledge to resolve customer issues, and regularly interface across Support and Engineering to ensure the timely resolution of defects.  

Responsibilities:

  • 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.

    • Requirements:

  • Minimum of 1 year of experience in a technical, customer-facing position, preferably in a SaaS environment
  • Minimum of 1 year of experience working with mission critical customer issues and customer and technical escalations
  • Excellent interpersonal communication
  • In-depth knowledge of core Linux concepts such as Secure Shell (SSH), User Identifier (UID) and Group Identifier (GID) management, Pluggable Authentication Modules (PAM), pkg management (Yum, RPM, Apt, etc.)
  • Experience supporting and troubleshooting one or more Linux distros: Ubuntu, Debian, RHEL, or CentOS 
  • Mobile Device Management (MDM)
  • Directory Services (Google Workspace (GWS), Okta, LDAP)
  • REST APIs
  • Scripting
  • User onboarding and offboarding
  • Information security best practices

    • Additional Preferred Experience:

  • Knowledge of the macOS platform - FileVault, Keychain, Apple Mobile Device Management (MDM) + DEP, and overall system management.
  • iOS Management
  • Software Management (VPP)

    • Available shift for this opportunity:

  • Schedule: Tuesday - Saturday, Hours: 8:00AM - 5:00PM US MT (UTC-6)

    • #LI-OS1