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Customer Support Engineer, Tier 1 (MacOS and MDM) - Mexico

1 hour, 50 minutes ago
Mexico
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
CentOS Debian Linux macOS REST API RHEL Ubuntu
Apply Now
JumpCloud

JumpCloud

JumpCloud provides a unified platform for managing identity, access, and devices across various operating systems, enabling secure and frictionless access to resources through features like single sign-on, multi-factor authentication, and a Zero Trust ...

Internet Software & Services
251-1K
Founded 2013
$417M raised
View All Jobs 17

Description

  • Provide technical support and issue resolution through email, phone, chat, and remote sessions.
  • Manage high-priority and complex support tickets.
  • Reproduce customer issues internally and provide timely responses.
  • Collaborate with Support, Engineering, Product, Learning, Account Management, and Implementation teams.
  • Maintain technical knowledge of the JumpCloud platform.
  • Create and maintain internal knowledge base articles.
  • Support customer onboarding and transition to regular product use.
  • Participate in projects that improve customer and support engineer experiences.
  • Participate in assigned on-call shifts and respond to alerts.

Requirements

  • At least 1 year of experience in a technical, customer-facing role, preferably in SaaS.
  • At least 1 year of experience handling mission-critical customer issues and technical escalations.
  • Strong written, verbal, and interpersonal communication skills.
  • In-depth macOS knowledge, including FileVault, Keychain, Apple MDM, DEP, and system management.
  • Experience with directory services such as Google Workspace, Okta, and LDAP.
  • Knowledge of iOS management, VPP software management, REST APIs, user onboarding/offboarding, and information security practices.
  • Ability to learn new technologies, collaborate effectively, and work in a rapidly changing environment.
  • Preferred: Linux concepts, including SSH, UID/GID management, PAM, and Yum/RPM/Apt package management.
  • Preferred: Experience troubleshooting Ubuntu, Debian, RHEL, or CentOS.
  • Preferred: Live technical chat, scripting, AI productivity tools, or AI prompt engineering experience.
  • Fluent written and spoken English; authorized to work in the specified country.
  • Available for 9:00–18:00 MDT, Monday–Friday shifts, occasional weekends, and on-call coverage.
  • Preferred: Experience working remotely and maintaining self-directed productivity.

Benefits

  • Remote-first work environment within the specified country.
  • Opportunities to grow technical expertise in a fast-paced SaaS company.
  • Collaborative, inclusive workplace with global teams.
  • Opportunity to contribute ideas and work with experienced leadership.

Interested in this position?

Apply directly on the company website

Apply Now

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