Customer Support Engineer, Tier 2

JumpCloud

Customer Support Engineer providing technical support to JumpCloud's customers through various support channels. Responsible for resolving high priority customer issues in a fast-paced environment.

Posted 5/4/2026full-timeRemote • 🇮🇳 IndiaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

DNS

About the role

Key responsibilities & impact

Resolve complex and urgent technical issues and customer escalations through email, phone, and chat interactions
Manage a queue of support tickets for high priority and complex technical issues
Provide mentoring and coaching to Tier 1 Technical Support Engineers
Partner with Engineering to drive resolution of critical issues, outages, and defects
Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date
Maintain a deep technical understanding of the entire JumpCloud Platform while serving as an SME to develop internal training
Work closely with Account Managers 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

Requirements

What you’ll need

Minimum of 5 years experience in a technical, customer-facing position
Excellent interpersonal communication, passion for learning new technologies, AI and understanding how to utilize them in a customer-facing environment
Strong oral and written communication skills are imperative.
A logical approach to problem solving.
In-depth knowledge of Single Sign-on (SAML, OIDC, SCIM)
Solid understanding of networking fundamentals, including IP, TLS, DNS, and RADIUS configuration.
Experience with the Windows platform - Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience
Strong customer empathy with the ability to manage stakeholders effectively during high-impact incidents.

Benefits

Comp & perks

Scam Notice: Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of JumpCloud. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note that JumpCloud will never ask for any personal account information, such as credit card details or bank account numbers, during the recruitment process. Additionally, JumpCloud will never send you a check for any equipment prior to employment.
All communication related to interviews and offers from our recruiters and hiring managers will come from official company email addresses (@jumpcloud.com) and will never ask for any payment, fee to be paid or purchases to be made by the job seeker.

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Hard Skills & Tools

Single Sign-onSAMLOIDCSCIMnetworking fundamentalsIPTLSDNSRADIUS configurationWindows platform

Soft Skills

interpersonal communicationpassion for learningoral communicationwritten communicationproblem solvingcustomer empathystakeholder management