Chirag Singh

• Acted as a product expert for identity, cloud, and API security workflows, supporting B2B SaaS customers with both presales and post-sales technical troubleshooting.
• Owned resolution of high-priority escalations end-to-end, collaborating with cross-functional teams and R&D to reproduce issues, identify workarounds, and accelerate bug fixes.
• Provided enterprise-level support across IAM, MDM, OKTA, and hybrid cloud platforms (AWS, Microsoft 365, GWS, Azure IAM), ensuring seamless deployments and integrations.
• Guided customers through migrations from Active Directory to JumpCloud, covering authentication flows, SSO (SAML/OIDC), SCIM, RADIUS, and secure device lifecycle management.
• Analyzed logs, and network troubleshooting using Wireshark, Datadog, to optimize security, uptime, and performance.
• Partnered with R&D to validate fixes, provide detailed bug reports, and streamline product enhancements.
• Authored technical documentation, knowledge base articles, and delivered training sessions to customers and internal teams.
• Worked flexibly on-call schedules (nights, weekends, holidays) to ensure timely responsiveness during critical escalations.
• Developed and delivered training materials for customer onboarding sessions.
• Analyzed customer feedback to identify areas for improvement in services.
• Experience on different OS - Mac, Windows and Linux

• Managed multi-forest environment distributed globally, ensuring stability and performance.
• Monitored and troubleshot Active Directory issues to maintain system integrity.
• Executed mail flow troubleshooting to resolve communication disruptions.
• Assisted end users with Windows OS and Mac OS technical issues.
• Conducted network troubleshooting to identify and address connectivity problems.
• Oversaw maintenance of large Windows Server network comprising over 100 servers.
• Administered incident management processes to efficiently handle and resolve service disruptions.
• Created and updated knowledge base articles; reviewed escalated tickets for RTS and VIP users.

• Managed incidents through problem analysis, utilizing root cause analysis to resolve complex technical issues.
• Provided diagnostic support for teams assisting enterprises in EMEA with hardware, software, and internet challenges.
• Resolved intricate hardware problems, including RAID technology issues.
• Facilitated user onboarding and off-boarding processes efficiently.
• Monitored and troubleshot Active Directory and O365 issues, leveraging expertise in AD technologies.
• Addressed network, operating system, and various software-related problems effectively.

• Managed incidents through problem analysis, utilizing root cause analysis to resolve complex technical issues.
• Provided diagnostic support for teams assisting enterprises in EMEA with hardware, software, and internet challenges.

Managed sales and operations teams to boost overall performance.

Handled incident management, resolving operational disruptions efficiently.

Created and updated knowledge base to enhance information accessibility.

Reviewed escalated tickets, promptly resolving service requests.

Supported networking issues and authentication processes, maintaining system integrity.

Troubleshot hardware and desktop engineering issues, ensuring user satisfaction.

Assisted users with onboarding and offboarding procedures for seamless transitions.

Resolved Windows and MAC OS issues in compliance with defined service level agreements.