Customer Support Engineer, Tier 1 Windows - Mexico

3 hours, 8 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
251-1K
Founded 2013
$417M raised

Description

  • Provide troubleshooting and issue resolution through email, phone, chat, and remote web sessions.
  • Manage support queues involving high-priority and complex technical issues.
  • Reproduce customer issues internally and provide timely responses.
  • Collaborate with Support, Engineering, Product, Learning, Account Management, and Implementation teams to resolve issues and support customer adoption.
  • Maintain technical knowledge of the JumpCloud platform.
  • Create and maintain internal knowledge base articles and customer education content.
  • Participate in projects that improve customer and support engineer experiences.
  • Participate in an on-call rotation, monitoring outages and responding to customer 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 SSO using SAML and SCIM.
  • Experience configuring and troubleshooting RADIUS.
  • General networking knowledge and understanding of information security best practices.
  • Understanding of user onboarding and offboarding practices.
  • Excellent interpersonal, oral, and written communication skills.
  • Ability to learn new technologies, collaborate effectively, and thrive in a rapidly changing environment.
  • Preferred: experience with G Suite, AWS, LDAP, REST APIs, PowerShell, CMD, or Bash.
  • Preferred: AI productivity tools, AI prompt engineering, remote self-management, or macOS experience.
  • Fluent written and spoken English; must be authorized to work in the specified country.
  • Availability for Monday–Friday, 11:00–20:00 CST, plus assigned on-call shifts.

Benefits

  • Remote-first work environment within the specified country.
  • Opportunities to collaborate with global teams and grow technical expertise.
  • Supportive, inclusive workplace with equal employment opportunity.

Interested in this position?

Apply directly on the company website

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