Customer Support Engineer, Tier 1 Windows - Mexico

The role

You will provide technical support to customers by email, phone, chat or remote web session. You will manage a queue of high priority and complex technical tickets and help keep customer education and internal knowledge base content accurate.

What you will do

• Provide technical support and troubleshooting 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, the knowledge base, community forums and internal tools to deliver 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 help new customers succeed with daily product use
• Develop and maintain internal knowledge base articles for the support engineering team
• Collaborate with peers on projects that improve the customer and support engineer experience
• Take part in the on-call rotation, monitoring status updates and external customer responses to incoming cases during outages

Required qualifications

• 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

Nice to have

• Non-Windows directory services (G Suite, AWS, LDAP)
• REST APIs
• Scripting (PowerShell, CMD, BASH)
• Using AI to enhance your productivity
• AI prompt engineering skills
• Full-time remote working and self-motivated productivity
• Using macOS hardware as your primary work device

Before you apply

• You must be located in and authorized to work in Mexico
• You must speak and write English fluently; the interview and screening are conducted primarily in English
• You must be ready and able to respond during your assigned on-call shift
• JumpCloud is not accepting third-party resumes at this time
• Submit your résumé and a brief explanation of why you are a good fit

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, with teams in 15+ countries.