Customer Support Engineer, Tier 2 - Mexico

12 hours, 37 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
251-1K
Founded 2013
$417M raised

Description

  • Serve as a senior technical contact for executive, VIP, and C-suite stakeholders during incidents and escalations.
  • Provide advanced troubleshooting and resolution through email, phone, chat, and remote sessions.
  • Manage high-priority support tickets using log analysis, network traces, and memory dumps.
  • Reproduce issues through structured testing and variable isolation to identify durable solutions.
  • Collaborate with engineering, product, learning, account management, customer success, and implementation teams.
  • Maintain expertise in the JumpCloud platform and its Windows/Active Directory integrations.
  • Create knowledge-base articles and document advanced troubleshooting methods.
  • Improve diagnostic workflows and internal support tooling.
  • Participate in on-call rotations and communicate with stakeholders throughout outages.

Requirements

  • 7+ years of experience in a technical, customer-facing SaaS environment.
  • 2–3+ years handling mission-critical technical escalations.
  • Deep expertise in Windows, including Registry, PowerShell, Credential Manager, and Event Logging.
  • Strong Active Directory knowledge and experience with Sysinternals, Wireshark, XPath, or similar diagnostic tools.
  • Experience communicating complex technical causes and business impact to executives and nontechnical stakeholders.
  • Methodical, evidence-based troubleshooting skills, including issue reproduction and root-cause analysis.
  • Ability to mentor peers, document complex workflows, and use sound escalation judgment.
  • Willingness to expand expertise into RADIUS, SSO, SCIM, and AI features.
  • Fluent written and spoken English.
  • Authorization to work and residence in the country specified in the job description; availability for on-call shifts.

Benefits

  • Remote-first work environment within the specified country.
  • Opportunity to work with international teams across 15+ countries.
  • Opportunities to share and grow technical expertise in a SaaS environment.
  • Inclusive equal-opportunity workplace focused on building connections.

Interested in this position?

Apply directly on the company website

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