indeed
Customer Support Engineer, Tier 2 - India
JumpCloud
Remote, IND
Full-time
Remote
Discovered 1 weeks ago
WindowsActive DirectoryTechnical troubleshootingExecutive and VIP customer communicationPowerShellEvent logging
Free
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WindowsActive DirectoryTechnical troubleshooting
Role Overview
Serve as a Tier 2 Customer Support Engineering subject matter expert for Windows and Active Directory.
Resolve high-complexity identity and directory integration escalations affecting enterprise customers.
Expand support coverage into RADIUS, SSO, SCIM, and AI platform capabilities.
Key Skills for This Role
WindowsActive DirectoryTechnical troubleshootingExecutive and VIP customer communicationPowerShellEvent logging
Full Job Posting
About the Role
Serve as a Tier 2 Customer Support Engineering subject matter expert for Windows and Active Directory.
Resolve high-complexity identity and directory integration escalations affecting enterprise customers.
Expand support coverage into RADIUS, SSO, SCIM, and AI platform capabilities.
Key Responsibilities
- Support executive, VIP, and C-suite stakeholders during high-pressure incidents and complex escalations.
- Manage high-priority support tickets and provide technical guidance at business-impact level.
- Troubleshoot Windows and Active Directory integrations through email, phone, chat, and remote sessions.
- Use log analysis, network traces, and memory dumps to identify root causes.
- Reproduce issues through structured testing and variable isolation.
- Prepare evidence-backed escalations for internal engineering teams.
- Maintain platform expertise and document advanced troubleshooting methods.
- Collaborate with Product, Learning, Account Management, Customer Success, and Implementation teams.
- Participate in projects that improve diagnostic workflows and internal tooling.
- Join the required weekday shift and rotating weekend on-call schedule.
Required Qualifications
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