**All roles at **JumpCloud®** are Remote unless otherwise specified in the Job Description.**
**About JumpCloud®**
JumpCloud® 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
**What you’ll be doing**:
- 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 Customer Success 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
- 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 years of experience in a technical, customer-facing position, preferably in a SaaS environment
- Minimum of 2 years of experience working with mission critical customer issues and customer and technical escalations
- Excellent interpersonal communication skills
- Deep understanding of Single Sign-On technologies (SAML, SCIM, OIDC)
- Thorough knowledge of the SSO authentication process, terms and commonly used fields
- Ability to create and troubleshoot SSO integrations between Identity Providers (IdPs) and Service Providers (SPs)
- Ability to troubleshoot (SCIM) provisioning integrations
- Understanding of how attributes, roles, and permissions are translated from IdP to SP for both SSO and (SCIM) provisioning
- Ability to understand and analyze HAR files
- Knowledge of debugging a SAML response from an SP
- Understanding of the OAuth 2.0 protocol and how it is used for OIDC SSO authentication
- Ability to work directly with SPs on troubleshooting SSO and SCIM integrations
- Comfortable doing live troubleshooting sessions with customers
- Understanding of API and RESTful services
- Thorough knowledge of the API protocols and commonly used tools




- Ability to run API calls via the command line or using tools like Postman
- Ability to read and understand API documentation
- Understanding of API authentication methods
- Willingness to perform research into integrated products
- Strong oral and written communication skills in English
- Understanding of user onboarding and off-boarding practices.
- Understanding of Information security best practices
- Passion for learning new technologies
- Enthusiasm for collaborative working
- Ability to thrive in a rapidly changing environment
**Preferred Experience**:
- In-depth knowledge of the Windows platform - Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience
- Understanding of the Active Directory platform - Domain Forests, GPOs, Azure Active Directory (AAD), User/Group Management.
- Non-Windows Directory Services (G Suite, AWS, LDAP)
- Networking & Authentication (RADIUS)
- REST APIs
- Scripting(Powershell, CMD, BASH)
- Full-time remote working and self-motivated productivity
- Familiarity with the macOS as it will be your company supplied device
**Available shift for this opportunity**:
- Schedule: Monday - Friday, Hours: 10:00 AM - 19:00 PM US MT (UTC-6)
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**Where you’ll be working/Location**:
JumpCloud® is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description.
**You must be located in and authorized to work in the country noted in the job description to be considered for this role.**
Please note: There is an expectation that our _engineers_ participate in on-call shifts. You will be expected commit to being ready and able to respond during your assigned shift, so that alerts don't go unaddressed.

📌 Tier 2 Customer Support Engineer, Windows/sso Focus (Heroica Puebla de Zaragoza)
🏢 JumpCloud
📍 Heroica Puebla de Zaragoza