Technical Support Engineer - Tier 1

???? Location: Remote (India)
???? Job Type: Full-time
???? Shift: Rotational shift | 15:00hrs to 00:00hrs IST (Mon-Fri)

About JumpCloud®

JumpCloud® delivers a unified open directory platform that simplifies identity, device, and access management for IT teams and MSPs. Our platform enables secure remote work by managing Windows, Apple, Linux, and Android devices from a single interface.

About the Role

As a Technical Support Engineer - Tier 1, you will provide world-class customer support and technical troubleshooting for JumpCloud’s customers. You will work across multiple support channels (email, telephone, chat, remote web session) and collaborate with internal teams to resolve high-priority technical issues.

What You’ll Be Doing

✔ Provide technical support and issue resolution via email, phone, chat, and web sessions.
✔ Manage a queue of support tickets with high priority and complexity.
✔ Reproduce issues in-house and collaborate with engineering teams to resolve defects.
✔ Develop and maintain internal knowledge base articles for shared learning.
✔ Work closely with Account Managers & Implementation Engineers to support new customers.
✔ Participate in on-call rotations to monitor and respond to alerts and critical cases.

What We’re Looking For

Experience & Qualifications

✅ Minimum 1 year of experience in a technical, customer-facing role (preferably SaaS).
✅ Minimum 1 year of experience handling mission-critical customer issues & escalations.
✅ Experience working in fast-paced, customer-centric environments.

Technical Skills

???? Windows Platform: Registry Hives, LGPOs, PowerShell, CMD, Windows Credential Manager, Event Logging.
???? Active Directory (AD): Domain Forests, GPOs, Azure AD, User/Group Management, Network Architecture.
???? Networking & Authentication: RADIUS, Directory Services (AD, G Suite, Okta, LDAP).
???? Single Sign-On (SSO): SAML + SCIM, User onboarding/offboarding.
???? REST APIs & Scripting.
???? Information Security Best Practices.

Soft Skills

✔ Strong problem-solving & troubleshooting abilities.
✔ Excellent communication & interpersonal skills.
✔ Ability to thrive in a fast-changing environment.
✔ Logical approach to technical problem-solving.

Why Join JumpCloud®?

✨ Remote-first work culture, allowing flexibility and work-life balance.
✨ Be part of an innovative SaaS company with cutting-edge technology.
✨ Work with a passionate and diverse global team.
✨ Grow your expertise with exciting learning opportunities.

???? Note: This role requires participation in on-call rotations for urgent customer cases.

???? Ready to jump into the cloud? Apply now!