Customer Support Engineer, Tier 2

🔥 9 minutes ago

🇲🇽 Mexico – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

📞 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

• Serve as a senior technical point of contact for executive, VIP, and C-suite stakeholders • Manage enterprise customer relationships through high-level technical guidance • Provide technical support and troubleshooting via email, telephone, chat, and remote web sessions • Resolve complex Windows and Active Directory integration challenges • Manage high-priority support tickets and perform log analysis, network tracing, and memory dump analysis • Reproduce issues in-house through structured testing and variable isolation • Collaborate with peers, escalation points, and engineering teams on technically supported escalations • Collaborate with Product and Learning teams to maintain accurate customer education programs • Maintain deep technical understanding of the JumpCloud Platform and Windows/AD integrations • Collaborate with Account Managers, Customer Success Managers, and Implementation Engineers • Develop and maintain internal knowledge base articles and advanced troubleshooting guides • Improve diagnostic workflows and internal tooling • Participate in required on-call rotation and communicate during outages

🎯 Requirements

• 7+ years in a technical, customer-facing SaaS environment • 2–3+ years handling mission-critical technical escalations • Proven ability to partner with senior leaders, executives, and internal engineers • Ability to synthesize complex technical root causes into clear business-impact communication • Deep proficiency in Windows, including Registry, PowerShell, Credential Manager, and Event Logging • Active Directory expertise • Experience with Sysinternals, Wireshark, and XPath • Methodical, systematic, evidence-based troubleshooting approach • Ability to isolate variables and replicate edge cases • Mentoring and technical documentation ability • Fluent spoken and written English • Located in and authorized to work in Mexico

🏖️ Benefits

• Remote work within Mexico • On-call rotation participation • Professional growth and opportunity to expand into RADIUS, SSO/SCIM, and AI features • Supportive, collaborative work environment • Equal opportunity employment