All roles at JumpCloud® are Remote unless otherwise specified in the Job Description.
About JumpCloud®
JumpCloud® delivers a unified open directory platform that makes it easy to securely manage identities, devices, and access across your organization. With JumpCloud®, IT teams and MSPs enable users to work securely from anywhere and manage their Windows, Apple, Linux, and Android devices from a single platform. JumpCloud® is IT Simplified.
About the Role
As a Technical Support Manager for Tier 1, Tier 2, and Tier 3 support you will be responsible for managing and building a world-class team of Customer Support Engineers that can provide an elevated level of support to our highest priority customers. We are looking for a visionary leader with a growth mindset, empathy, and a relentless drive to exceed customer expectations each and every day. Your team will be distributed across the globe so experience managing a culturally and geographically diverse team is preferred.
This person will be responsible for day-to-day operations in an omnichannel customer service model (phone, chat, email) which includes coordinating the resolution of high priority cases, partnering with product and engineering on defect management, coaching a talented team of support engineers, and strengthening our processes and tooling designed for scale and efficiency. People management, project management, and a proven ability to use metrics to measure success are critical in this role. Previous experience managing technical support teams in a SaaS environment is preferred.
Top Skills
What the Team is Saying
What We Do
JumpCloud’s mission is to Make Work Happen®, providing simple, secure access to an organization’s technology resources from any device, or any location. The JumpCloud Open Directory Platform gives IT, security operations, and DevOps a single, cloud-based solution to control and manage employee identities and their devices, and apply conditional access controls based on Zero Trust principals. Since launching in 2012, our global user base has grown to more than 150,000 organizations, with more than 5,000 paying customers including Cars.com, GoFundMe, Grab, ClassPass, Uplight and Peloton. JumpCloud has raised over $400M from world-class investors including Sapphire Ventures, General Atlantic, Sands Capital, Atlassian, and CrowdStrike. Our teams are growing fast, too, and we're looking for talent across engineering, sales, customer success, marketing, product management, and more. Join our team of dedicated, passionate, and creative people who are eager to change the IT industry forever.
We live by our core values which are:
Build Connections
Think Big
1% Better Every Day
Why Work With Us
We offer an incredible opportunity to see your impact. Each team member gets an up close personal view and education into building a fast growing startup. We are transparent about what we are doing, how we are doing it, and the decisions that we are making. There is opportunity to progress and flexibility to find unique approaches to our business
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JumpCloud Offices
Remote Workspace
Employees work remotely.
JumpCloud is committed to being remote-first across the world. We have team members in most U.S. states and in 14 countries.
