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Customer Support Engineer, Tier 2 - India
JumpCloud
Remote, IND
Full-time
Remote
Discovered 1 weeks ago
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Role Overview
Serve as a Tier 2 Customer Support Engineer specializing in 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 DirectoryPowerShellWindows RegistryEvent LoggingWireshark
Full Job Posting
About the Role
Serve as a Tier 2 Customer Support Engineer specializing in 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.
What You’ll Be Doing
- Support executive, VIP, and C-suite stakeholders during high-pressure incidents and complex escalations.
- Provide technical support through email, telephone, chat, and remote web sessions.
- Analyze logs, network traces, and memory dumps to identify technical root causes.
- Reproduce issues through structured testing and variable isolation.
- Prepare evidence-backed escalations for internal engineering teams.
- Collaborate with Product, Learning, Account Management, Customer Success, and Implementation teams.
- Maintain platform expertise and create knowledge base articles for advanced troubleshooting.
- Improve diagnostic workflows and internal support tooling.
- Participate in an on-call rotation during outages and monitor customer responses.
Requirements
- 7 or more years in a technical, customer-facing SaaS environment.
- 2 or more years handling mission-critical technical escalations.
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