Customer Support Engineer

| Greater Boulder Area
JumpCloud ( is searching for the best in the business when it comes to helping to design and build the next generation of server management and directory software. 
We built a disruptive new technology called Directory-as-a-Service® and it is reinventing a a two decade old monopoly, giving organizations freedom of choice with their IT solutions.
What you’ll be doing:
This is an excellent opportunity to join an earlier stage company with a great product, learn a lot and lend your thoughts on building a world class support team. You’ll work with passionate team members supporting a worldwide user base.
We are looking for inspired technology professionals who love the challenge of supporting our customers and internal teams to ensure the successful adoption, usage, integration of our Directory-as-a-Service® (DaaS) platform. 
In this position, you will: 
  • Provide technical support and issue resolution to our customers through ongoing issue triaging via email, telephone or remote web session.
  • Collaborate with peers, mentors, our knowledge base, community forums and other internal tools, to provide the most effective, world-class solutions to our customers.
  • Reproduce issues in-house and respond to customers in a timely manner.
  • Regularly follow-up with customers on recommendations, updates and action plans.
  • Escalate issues to Engineering in a timely manner for resolution. 
  • Work with our Account Managers to ensure the success of our new customers as they transition into the day to day use of our product - ensuring the access of their entire employee base to all of the resources needed - their servers, workstations and laptops, the networks they access to all of the web and on-premise applications they use every day.
  • Research and evaluate technologies to create new knowledge base articles that capture new information for reuse throughout the organization and for end users.
  • Work non-standard hours: 10am - 7pm -or- 5am - 2pm
  • On-call rotation required. Duration=1 week. Duties include monitoring of status updates and external customer responses to incoming cases during outage.
We’re looking for… A customer support professional with a zeal for computer technology and customer service who enjoys the challenge of ensuring the success and delight of customers when using our software products.
  • A strong desire to see our customers be successful at their positions through the utilization of our Directory-As-A-Service software
  • 1-2 years experience in a technical, customer-facing position is ideal. We’re open to training someone with strong technical aptitude and a history of delighting customers. 
  • Excellent interpersonal communication, passion for learning new technologies and understanding how to utilize them in a customer-facing environment
  • Strong oral and written communication skills are imperative.
  • A logical approach to problem solving.
  • Bachelor’s degree desired
Nice to have:
  • Previous work experience as an IT Admin or System Administrator in a technical domain and a basic understanding of the following technologies is a big plus. If you don’t have these skills, but you’re a strong support professional with a desire to learn, then we’re still happy to consider your application. But it’s important to know that this is a job that will require rigorous training and then clear communication in deeply technical subject matter such as authentication, system management, and networking.
    • Directory Services (Active Directory, LDAP)
    • Networking & Authentication (RADIUS a plus!)
    • Single Sign-on
    • SAML protocol
    • Windows, MacOS and Linux Operating Systems
    • User onboarding and offboarding
    • Software systems setup and configuration experience
Where you’ll be working: Our corporate headquarters in downtown Boulder, Colorado.
Relocation: While we are able to consider candidates who are willing to relocate, we are unable to offer relocation assistance.
Visas: We are not able to process visas or transfers.
Why JumpCloud?
This is a great place to share and grow your expertise! You’ll work with a strong team as we build and support a worldwide customer base. We’re out of the box thinkers, so critical thinking and new approaches to enhancing our support experience and product will be valued! 
If you enjoy making sure customers are delighted on a daily basis then this is the job for you. 
Please submit your résumé and a brief explanation about yourself and why you would be a good fit for JumpCloud.
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Technology we use

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Located right off of Pearl Street, JumpCloud is close to the bus station, restaurants, breweries, and all that Downtown Boulder has to offer!

An Insider's view of JumpCloud

What’s the vibe like in the office?

A key trait for us is having an open, positive mind. We believe that taking the road less travelled - or at least exercising that path - will create new, different, and interesting ideas. We ask our teams to always consider the outside-of-the-box solution to a problem and encourage them to try those creative ideas.

What makes someone successful on your team?

The course that we have charted is based on tremendous amounts of input and feedback from our entire team. As a company, our focus is clear and we don't want to vacillate or deviate from our mission. But, within that focus, our team influences a tremendous amount of what we do, don't do, and invest in.

How do you make yourself accessible to the rest of the team?

I'm available pretty much anytime via email, Slack, phone, in person. More than the communication vehicles and time, I really like to dig in on projects with our teams. By working on important issues together as just another voice or hand to help, I think that helps the team feel that I'm accessible to them and there to help.



What unique initiatives do you have that encourage innovation?

One of the core roles in our engineering group is called pathfinder. They are constantly looking at different areas of our product and future plans and coming up with innovative new ways to achieve these. These engineers lead sessions with cross-functional teams on how to leverage their innovations for competitive advantage in the marketplace.



What are JumpCloud Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Happy Hours
Professional Development Benefits
Job Training & Conferences
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