avin infant
@avininfant
Technical Support Engineer with 4+ years of experience in Identity & Access Management (IAM), endpoint management (MDM), and enterprise SaaS support.
IndiaWhat I'm looking for
In my current role at JumpCloud, I deliver Tier 1/Tier 2 support for macOS, iOS, and Windows endpoints, managing device configurations, patch management, MDM policies, and security/compliance. I administer Okta SSO, G Suite, LDAP, Active Directory, and Azure to ensure secure authentication and user provisioning.
I consistently drive performance outcomes—resolving 45+ support tickets per month with 95%+ CSAT while adhering to SLA escalation protocols and collaborating with Engineering/Product teams for root cause analysis. I also improved incident response efficiency by creating and maintaining knowledge base documentation, internal runbooks, and training materials.
I monitor platform health with Datadog and Wireshark, analyze logs to troubleshoot API errors/authentication failures/network connectivity issues, and help maintain 24/7 coverage as a Queue Manager. Through JumpAssist, I built an AI-powered RAG integration to automate support case research across Salesforce/JIRA/Confluence/Slack, reducing support workload by 30% with projected 10% improvement in TTR.
Experience
Work history, roles, and key accomplishments
Delivered technical support for macOS, Linux, and Windows endpoints in a SaaS environment,
Administered Identity and Access Management (IAM) solutions including Okta, Google Workspace, Entra ID, Single Sign-On (SSO) managed user lifecycle operations, access provisioning, deprovisioning, authentication workflows and role-based access control (RBAC)ensuring security compliance and audit readiness
Provided technical support for enterprise users across Windows, macOS, iOS, and Android endpoints resolved hardware failures, software issues, VPN connectivity problems, and application access errors while maintaining 98% SLA compliance.
Administered Azure AD, Office 365, and G Suite for user authentication, license provisioning, security group configurations, and access management.
Site Supervisor
NLC India
Mar 2017 - Nov 2018 (1 year 8 months)
Supervised 15+ contract workers maintaining critical power generation equipment, including boilers and chillers, while monitoring operational KPIs and maintaining compliance documentation. Managed preventive maintenance schedules and coordinated contractor activity to ensure uptime and peak reliability for industrial power systems.
Education
Degrees, certifications, and relevant coursework
Agni College of Technology
Bachelor of Electrical and Electronic Engineering, Electrical and Electronic Engineering
2012 - 2016
Bachelor of Electrical and Electronic Engineering from Agni College of Technology in Chennai.
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
Interested in hiring avin?
You can contact avin and 90k+ other talented remote workers on Himalayas.
Message avinGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
