Tier 2 Customer Support Engineer, MacOS - United Kingdom

To qualify for the Tier 2 Customer Support Engineer position at JumpCloud®, candidates should possess a minimum of four years in a technical, customer-facing role, with experience in supporting macOS systems being crucial. It's also essential to demonstrate strong oral and written communication skills, problem-solving abilities, and a passion for learning new technologies. Familiarity with Directory Services, iOS Management, Linux Operating Systems, and REST APIs is a plus, allowing you to thrive in our collaborative environment.

As a Tier 2 Customer Support Engineer at JumpCloud®, your primary responsibility will be to provide technical assistance and troubleshoot issues for our customers. You’ll engage through various channels like email and remote sessions, ensuring customer queries are addressed in a timely fashion. Your expertise will help shape solutions and improve processes within the support team, contributing to the overall success of our Directory-as-a-Service® platform.

Yes, the Tier 2 Customer Support Engineer role at JumpCloud® is fully remote, enabling you to work from the United Kingdom. JumpCloud® embraces a remote-first approach, ensuring a flexible work environment that allows you to balance your professional and personal commitments while still being an integral part of a vibrant team.

A Tier 2 Customer Support Engineer at JumpCloud® should have in-depth knowledge of macOS, including features like FileVault, Secure Tokens, and Apple Mobile Device Management. Experience with Linux Operating Systems, LDAP, Google Workspace, and scripting languages like Bash or PowerShell will also be beneficial. These technical skills will empower you to efficiently assist customers and troubleshoot their challenges effectively.

At JumpCloud®, professional development is a priority! As a Tier 2 Customer Support Engineer, you'll engage in rigorous training and gain knowledge across various technologies. We encourage continuous learning through collaboration with peers and access to resources like our knowledge base and community forums. You'll also have the opportunity to share your unique ideas and approaches within a supportive team that values your contributions.

A typical workday for a Tier 2 Customer Support Engineer at JumpCloud® includes triaging customer issues, collaborating with colleagues, and engaging in troubleshooting sessions to resolve problems. You’ll spend time documenting solutions, researching new technologies, and ensuring customers are effectively supported as they transition to our platform. The role is dynamic, requiring strong communication and a logical problem-solving approach to meet customer needs.

JumpCloud® boasts a collaborative and inclusive company culture that values human connection. As a Tier 2 Customer Support Engineer, you'll work in an environment filled with passionate professionals who are committed to supporting each other's growth and success. The company encourages innovative thinking, welcomes unique ideas, and prioritizes the well-being of every team member, all while focusing on our mission to simplify IT.

When troubleshooting macOS issues, it's essential to gather clear information about the problem first. I typically start by asking the customer to describe the issue in detail, including any error messages. Then, I replicate the issue on my end to understand it better. Utilizing my technical knowledge of macOS features, I devise a logical approach to identify potential solutions, testing them one at a time, and communicating with the customer throughout the process to keep them informed.

In my previous roles, I've extensively worked with Apple MDM solutions, managing device enrollment and application deployments for a diverse range of clients. I find that effectively communicating the benefits of MDM to customers is crucial, helping them understand how it simplifies device management and enhances security across their organization. It's also important to stay updated on the latest features Apple offers within the MDM framework to best support our clients.

I prioritize customer issues by assessing urgency and impact. For instance, I address issues that prevent users from accessing critical resources first, while documenting all inquiries in a ticketing system. Utilizing a methodical approach, I keep communication flowing with the customers regarding their status updates, helping them feel supported throughout. Time management is key, so I allocate dedicated blocks for follow-ups and ensure that I’m addressing all cases in a timely manner.

One of my most challenging experiences involved a complex issue where a customer was unable to connect to their network securely. After an in-depth investigation, I identified that multiple factors were at play. I calmly guided the customer through each step to isolate the issue. Once we identified the root cause, I provided a tailored solution and followed up afterward to ensure everything was working smoothly. Challenges like this test patience and expertise, but they’re also fantastic opportunities for growth.

I believe in using simple, relatable language to explain technical issues to non-technical customers. For instance, I would use analogies and avoid jargon to help illustrate the problem clearly. I try to break down complex concepts into manageable parts while assuring them that I am here to guide them through it and find a solution. It's all about fostering trust and ensuring they feel comfortable asking questions!

When creating a knowledge base article, I start by clearly defining the issue and ensuring I fully understand the solution. I document each step involved in the resolution process, ensuring all technical terms are explained clearly. Then, I peer-review it with colleagues to verify accuracy. The goal is to make sure the article is accessible and informative so that other team members and customers can benefit from it.

Communication is absolutely vital in any customer support role, as it defines how effectively we can assist our customers. Clear communication fosters trust and helps customers feel understood. I prioritize active listening to ensure I grasp their concerns fully and respond accordingly. Additionally, I aim for transparency during the resolution process, keeping customers informed of each step. It’s all about building strong connections with our clients.

Common issues with macOS devices often include problems related to software updates, network connectivity, and the use of third-party applications. FileVault and Secure Tokens can also add complexity for users unfamiliar with these features. With my background, I can usually diagnose these issues swiftly by approaching them methodically and ensuring that I guide users through troubleshooting.

I stay updated on emerging technologies by actively participating in IT forums, joining relevant webinars, and following industry blogs. I also find great value in connecting with peers and experts in the field, exchanging knowledge and experiences. Staying curious and open to learning ensures I can bring the latest information and solutions to our customers at JumpCloud®.

I'm drawn to JumpCloud® due to its commitment to simplifying IT and its innovative approach towards directory services. I want to be part of a company that values growth, collaboration, and building connections, all while providing world-class support. I see this role as a fantastic opportunity to leverage my technical expertise while contributing to a larger mission, helping teams work securely from anywhere.