Customer Support Engineer, Tier 1 (MacOS and MDM) - Mexico

The role

You will give technical support to customers by email, phone, chat or remote session, and manage a queue of high-priority and complex tickets. You will also write knowledge base articles and work with peers to improve support.

What you will do

• Provide technical support, troubleshooting and issue resolution 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, the knowledge base, community forums and internal tools to provide effective solutions.
• Collaborate with Product and Learning teams to keep customer education programs accurate and up to date.
• Maintain a technical understanding of the entire JumpCloud Platform.
• Work with Account Managers and Implementation Engineers to ensure new customers succeed.
• Develop and maintain internal knowledge base articles.
• Collaborate with peers on projects that improve the customer and support engineer experience.

Required qualifications

• Minimum of 1 year in a technical, customer-facing position, preferably in a SaaS environment.
• Minimum of 1 year 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: FileVault, Keychain, Apple Mobile Device Management (MDM) + DEP, and overall system management.
• Directory Services: Google Workspace (GWS), Okta, LDAP.
• iOS Management.
• Software Management (VPP).
• REST APIs.
• User onboarding and offboarding.
• Information security best practices.
• Passion for learning new technologies, enthusiasm for collaborative working, and ability to thrive in a rapidly changing environment.

Nice to have

• Knowledge of core Linux concepts: SSH, UID and GID management, PAM, pkg management (Yum, RPM, Apt, etc.).
• Experience supporting and troubleshooting Ubuntu, Debian, RHEL or CentOS.
• Providing live chat to technical customers and technology stakeholders.
• Scripting.
• Using AI to enhance productivity.
• AI prompt engineering skills.
• Full-time remote working and self-motivated productivity.

Before you apply

• You must be located in and authorized to work in Mexico to be considered.
• You must speak and write English fluently; the interview and screening are conducted primarily in English.
• On-call shifts are expected, and you must be ready and able to respond during your assigned shift.
• Submit a résumé and a brief explanation of why you are a good fit. Third-party résumés are not accepted.

About the company

JumpCloud is an AI-powered unified IT management platform that consolidates identity, device and access management. It serves organizations around the globe.