Customer Support Engineer, Tier 2 - Mexico

7 hours, 9 minutes ago
Full-time
Senior
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

  • Serve as the senior technical contact for executive, VIP, and enterprise customer escalations.
  • Provide support and resolve complex Windows and Active Directory integration issues through email, phone, chat, and remote sessions.
  • Manage high-priority support tickets and conduct root-cause analysis using logs, network traces, and memory dumps.
  • Reproduce issues through structured testing and variable isolation to validate durable fixes.
  • Create evidence-backed escalations and collaborate with internal engineering teams on resolution.
  • Partner with Product and Learning teams to improve customer education based on troubleshooting trends.
  • Maintain expertise in the JumpCloud platform and its Windows/Active Directory integrations.
  • Work with Account Management, Customer Success, and Implementation teams to support customer adoption.
  • Develop internal knowledge-base articles and advanced troubleshooting guides.
  • Participate in on-call rotations and communicate with stakeholders during outages.

Requirements

  • 7+ years of experience in a technical, customer-facing SaaS environment.
  • 2–3+ years of experience managing mission-critical technical escalations.
  • Deep expertise in Windows, including Registry, PowerShell, Credential Manager, and Event Logging.
  • Strong Active Directory troubleshooting experience, including authentication failures and GPO conflicts.
  • Experience with advanced diagnostic tools such as Sysinternals, Wireshark, XPath, event logs, pktmon, and memory dumps.
  • Ability to isolate variables, reproduce edge cases, and deliver evidence-based root-cause diagnoses.
  • Experience communicating technical issues and business impact to executives, CIOs, CISOs, and other non-technical stakeholders.
  • Ability to mentor peers and document complex technical workflows.
  • Interest in expanding expertise in RADIUS, SSO, SAML, SCIM, and AI features.
  • Fluent English speaking and writing skills; must be authorized to work in the country specified for the role and available for on-call shifts.

Benefits

  • Remote-first work environment within the country specified in the job description.
  • Opportunity to work with global teams across 15+ countries.
  • Collaboration with cross-functional teams and experienced executive leadership.
  • Opportunity to grow expertise across broader platform capabilities and advanced IT technologies.

Interested in this position?

Apply directly on the company website

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