Customer Support Engineer, Tier 1 – MacOS, MDM

🔥 0 minutes ago

🇲🇽 Mexico – Remote

⏰ Full Time

🟢 Junior

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 11%

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.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

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 via email, telephone, chat, or remote web session • Manage a queue of high-priority and complex technical support tickets • Reproduce issues in-house and respond to customers in a timely manner • Collaborate with peers, escalation points, mentors, the knowledge base, community forums, and internal tools to provide 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 during new-customer transition to day-to-day product use • Develop and maintain internal knowledge base articles • Collaborate on projects improving customer and support engineer experiences • Resolve high-priority and mission-critical customer issues • Interface across Support and Engineering to ensure timely defect resolution

🎯 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 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 • Fluency in written and spoken English • Ability to work 9:00–18:00 MDT Monday–Friday and some weekends when required • Preferred: Linux concepts, Linux distributions, live chat support, scripting, AI productivity tools, AI prompt engineering, full-time remote working, and self-motivated productivity

🏖️ Benefits

• Remote First work within Mexico • Full-time employment • Opportunity to work with talented global teams • Supportive board and seasoned executive team • Professional growth and expertise-sharing opportunities • Equal opportunity employment