Customer Support Engineer, Tier 1, Windows

Job not on LinkedIn

🔥 19 minutes ago

🇲🇽 Mexico – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

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 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 customer solutions • Collaborate with Product and Learning teams to keep customer education programs accurate and current • 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 an on-call rotation, monitoring status updates and responding to external customers during outages • Interface across Support and Engineering to ensure timely resolution of defects

🎯 Requirements

• Minimum of 3 years of experience in a technical, customer-facing position, preferably in a SaaS environment • Minimum of 2 years of experience working with mission critical customer issues and customer and technical escalations • Good knowledge of configuring and troubleshooting Single Sign-on (SAML + SCIM) • Good experience configuring and troubleshooting RADIUS • General networking understanding • Excellent interpersonal communication • Strong oral and written communication skills • Understanding of user onboarding and offboarding practices • Understanding of information security best practices • Passion for learning new technologies • Enthusiasm for collaborative working • Ability to thrive in a rapidly changing environment • Must be located in and authorized to work in Mexico • Fluent spoken and written English required • On-call rotation availability required • Preferred: Non-Windows Directory Services (G Suite, AWS, LDAP) • Preferred: REST APIs • Preferred: Scripting (PowerShell, CMD, Bash) • Preferred: Using AI to enhance productivity • Preferred: AI prompt engineering skills • Preferred: Full-time remote working and self-motivated productivity • Preferred: Using macOS hardware as the primary work device

🏖️ Benefits

• Remote-first work arrangement within Mexico • English-language, international work environment • Opportunity to work with teams across 15+ countries • Professional growth and expertise-sharing opportunities • Supportive board and seasoned executive team • Equal opportunity employment • Full-time remote working (listed as preferred experience, not a guaranteed benefit)