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

1 week ago
Full-time
Junior
Customer and Technical Support
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
501-1000
Founded 2013
$417M raised

Description

  • Provide technical support and resolve customer issues through email, phone, chat, and remote web sessions.
  • Manage a queue of high-priority, complex technical support tickets.
  • Reproduce customer issues internally and provide timely responses and resolutions.
  • Maintain technical knowledge across the JumpCloud platform.
  • Collaborate with escalation teams, mentors, knowledge-base resources, and community forums to deliver effective customer solutions.
  • Partner with Product and Learning teams to keep customer education materials accurate and current.
  • Work with Account Managers and Implementation Engineers to support new-customer transitions to day-to-day product use.
  • Create and maintain internal knowledge-base articles for the support engineering team.
  • Contribute to projects that improve customer and support engineer experiences.
  • Participate in assigned on-call shifts to respond to alerts.

Requirements

  • At least 1 year of experience in a technical, customer-facing role, preferably in a SaaS environment.
  • At least 1 year of experience handling mission-critical customer issues and technical escalations.
  • In-depth macOS knowledge, including FileVault, Keychain, Apple MDM, DEP, and system management.
  • Knowledge of directory services, including Google Workspace, Okta, and LDAP.
  • Experience with iOS management, software management/VPP, REST APIs, and user onboarding and offboarding.
  • Understanding of information security best practices.
  • Strong written, verbal, and interpersonal communication skills, with fluent English required.
  • Ability to work remotely, remain self-motivated, and thrive in a rapidly changing environment.
  • Availability for a 9:00–18:00 MDT, Monday–Friday shift and occasional weekend work.
  • Linux concepts and troubleshooting experience with Ubuntu, Debian, RHEL, or CentOS; scripting, AI productivity tools, and prompt engineering are preferred.

Benefits

  • Remote-first work environment within the designated country.
  • Opportunity to collaborate with global teams across 15+ countries.
  • Supportive, inclusive workplace focused on connection and employee growth.

Interested in this position?

Apply directly on the company website

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