Customer Support Engineer, Tier 1 Windows - Mexico

7 hours, 44 minutes ago
Full-time
Mid Level
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 issue resolution 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.
  • Collaborate with support peers, escalation teams, and internal resources to resolve customer issues.
  • Maintain technical knowledge across the JumpCloud platform.
  • Partner with Product and Learning teams to keep customer education materials accurate and current.
  • Work with Account Managers and Implementation Engineers to support new customers transitioning 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 an on-call rotation to monitor and respond to outage-related cases.

Requirements

  • At least 3 years of experience in a technical, customer-facing role, preferably in SaaS.
  • At least 2 years of experience handling mission-critical customer issues and technical escalations.
  • Experience configuring and troubleshooting single sign-on using SAML and SCIM.
  • Experience configuring and troubleshooting RADIUS.
  • General networking knowledge.
  • Understanding of user onboarding and offboarding practices and information security best practices.
  • Strong written, verbal, and interpersonal communication skills.
  • Ability to work collaboratively, learn new technologies, and adapt in a rapidly changing environment.
  • Fluent English speaking and writing skills.
  • Availability to work Monday through Friday, 11:00–20:00 CST, participate in on-call shifts, and work remotely from the authorized country.
  • Experience with G Suite, AWS, LDAP, REST APIs, or scripting with PowerShell, CMD, or Bash (preferred).
  • Experience using AI productivity tools, prompt engineering, and macOS as a primary work device (preferred).

Benefits

  • Remote-first work environment for employees located in the authorized country.
  • Opportunity to collaborate with cross-functional teams in a global organization.
  • Opportunities to share ideas and grow technical expertise.

Interested in this position?

Apply directly on the company website

Apply Now

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