Customer Support Engineer, Tier 2 - India

About the Role:

As a Tier 2 Customer Support Engineering specializing in Windows and Active Directory, you serve as subject matter expert bridging deep technical troubleshooting and executive-level customer communication.

In this role, you will solve high-complexity identity and directory integration escalations that directly impact enterprise customers' core IT infrastructure.

We are seeking an engineer who is eager to expand their impact by learning to support broader platform capabilities, including RADIUS, SSO/SML/SCIM, and our cutting-edge AI features.

What You’ll Be Doing:

• Serve as a senior technical point of contact for executive, VIP, and C-suite stakeholders, driving clear and transparent communication throughout high-pressure incidents and complex customer escalations.
• Manage large-scale commercial and enterprise customer relationships by providing high-level technical guidance to senior leaders and engineers, ensuring complex issues are understood and addressed at a business-impact level.
• Provide technical support, troubleshooting, and issue resolution to our customers via email, telephone, chat, or remote web session, applying deep technical analysis to complex Windows and Active Directory integration challenges.
• Manage a queue of support tickets for high-priority and complex technical issues, leveraging evidence-based troubleshooting-such as log analysis (XPath, event logs), network traces (Wireshark, pktmon), and memory dumps-to identify root causes beyond surface-level symptoms.
• Reproduce issues in-house through structured testing and variable isolation to prove technical theories, ensuring fixes are robust and not reliant on temporary workarounds.
• Collaborate with peers, escalation points, and internal engineering teams to provide clear, high-quality escalations. Ensure every escalation is backed by a defensible technical diagnosis based on captured evidence and thorough preliminary research.
• Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date, providing technical feedback based on recurring troubleshooting trends.
• Maintain a deep technical understanding of the entire JumpCloud Platform and its integration with Windows/AD environments.
• Collaborate with Account Managers, 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, specifically focusing on documenting complex troubleshooting methodologies and "how-to" guides for advanced diagnostic tools.
• Collaborate with peers on projects aimed at improving the customer and support engineer experiences by optimizing diagnostic workflows and internal tooling.
• On-call rotation required. Duties include monitoring of status updates and external customer responses to incoming cases during outages, maintaining clear communication with stakeholders throughout the incident lifecycle.

We're looking for:

• Experience: 7+ years in a technical, customer-facing SaaS environment, with 2-3+ years of specific experience handling mission-critical technical escalations.
• Executive & VIP Engagement: Proven ability to partner with senior leaders, executives, and internal engineers. You excel at synthesizing complex technical root causes-such as authentication failures or GPO conflicts-into clear, business-impact communication for non-technical stakeholders (CIOs/CISOs).
• Windows & AD Expertise: Deep proficiency in the Windows platform (Registry, PowerShell, Credential Manager, Event Logging) and Active Directory. You are comfortable utilizing advanced diagnostic tools (Sysinternals, Wireshark, XPath) and have a strong desire to expand into new technologies like RADIUS, SSO, and AI features.
• Evidence-Based Troubleshooting: A methodical, systematic approach to resolution. You isolate variables and replicate edge cases to build defensible diagnoses, ensuring permanent solutions rather than relying on workarounds.
• Soft Skills & Mentorship: A teaching instinct. You mentor peers, document complex workflows for the broader team, and exercise excellent judgment when setting escalation boundaries-ensuring customers feel supported even when a direct fix is outside of scope.

Understanding or exposure to one or more of the following:

• Directory Services (Azure, G Suite, Okta, LDAP)

• Active Directory platform - Domain Forests, GPOs, Azure Active Directory (AAD), User/Group Management, Network Architecture and Design

• Previous JumpCloud experience

• Experience leveraging AI Tools to enhance Operations and the Customer Experience.

• Track record of automating IT services via scripting, PowerShell, Slack, and APIs

• Experience supporting AWS environments

• Experience supporting Managed Service Providers

Shift Requirements:

• Shift scheduled for Shifts: 12:30-21:30 IST (Monday to Friday)

• On-Call Requirement (Saturday&Sunday - On a rotation basis of 2 weekends every 13-17 weeks)