Customer Support Engineer, Tier 1 – MacOS, MDM

🕒 September 1

🇲🇽 Mexico – Remote

⏰ Full Time

🟢 Junior

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 32%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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JumpCloud

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2013

☁️ SaaS

🔐 Security

🏢 Enterprise

💰 $66M Series F on 2021-10

SaaS • Security • Enterprise

JumpCloud is a unified identity, device, and access management platform that helps organizations centrally manage and secure their IT infrastructure across multiple operating systems and devices. It provides comprehensive solutions for cross-platform device management, cloud-first directory services, Active Directory modernization, and hybrid work enablement. JumpCloud enhances security through features such as zero trust security, passwordless authentication, and multi-factor authentication. Its platform supports automated onboarding and offboarding, identity lifecycle management, conditional access, and compliance management. JumpCloud integrates with various HR systems and offers SaaS management, allowing companies to streamline IT operations and reduce complexity. Trusted by organizations worldwide, JumpCloud is recognized for its ability to unify and secure digital workplace environments efficiently and effectively.

📋 Description

• Provide technical support, troubleshooting, and issue resolution to customers via email, telephone, chat, or remote web session • Manage a queue of support tickets for high-priority and complex technical issues • Reproduce issues in-house and respond to customers in a timely manner • Collaborate with peers, escalation points, mentors, knowledge base, community forums, and internal tools to provide effective customer solutions • Collaborate with Product and Learning teams to keep customer education programs accurate and up to date • Maintain technical understanding of the entire JumpCloud Platform • Collaborate with Account Managers and Implementation Engineers to support new customers transitioning to day-to-day product use • Develop and maintain internal knowledge base articles • Collaborate on projects improving customer and support engineer experiences • Participate in assigned on-call shifts and respond to alerts • Work with JumpCloud’s AI-powered unified IT management platform, securing identity, device, and access management for modern workforces

🎯 Requirements

• Minimum of 1 year of experience in a technical, customer-facing position, preferably in a SaaS environment • Minimum of 1 year of experience working with mission-critical customer issues and customer and technical escalations • Excellent interpersonal communication • Strong oral and written communication skills • In-depth knowledge of macOS, including FileVault, Keychain, Apple MDM, DEP, and overall system management • Knowledge of Directory Services, including Google Workspace, Okta, and LDAP • Knowledge of iOS Management • Knowledge of Software Management (VPP) • Knowledge of REST APIs • Knowledge of user onboarding and offboarding • Knowledge of information security best practices • Passion for learning new technologies • Enthusiasm for collaborative working • Ability to thrive in a rapidly changing environment • Fluent English speaking and writing required • Must be located in and authorized to work in Mexico • Must be available for a shift scheduled 9:00–18:00 MDT Monday–Friday • Open to working some weekends when required • Preferred: knowledge of Linux concepts, Linux distribution support, live chat support, scripting, AI productivity tools, AI prompt engineering, and full-time remote working

🏖️ Benefits

• Remote First work arrangement within the specified country • Equal opportunity employment • English-language interview and screening process • Opportunity to work with teams across 15+ countries • Opportunity to share and grow expertise • Supportive and collaborative work environment • On-call shift participation