Customer Support Engineer, Tier 2 - Mexico

The role

You will solve high-complexity Windows and Active Directory integration escalations for enterprise customers. You will also act as a senior technical contact for executives and VIP customers during incidents.

What you will do

• Serve as senior technical contact for executive, VIP, and C-suite stakeholders during high-pressure incidents and complex escalations.
• Manage large-scale commercial and enterprise customer relationships and give high-level technical guidance to senior leaders and engineers.
• Provide technical support and troubleshooting via email, telephone, chat, or remote web session.
• Manage a queue of high-priority and complex support tickets using log analysis, network traces, and memory dumps to find root causes.
• Reproduce issues in-house through structured testing and variable isolation.
• Collaborate with peers and engineering teams on clear, well-evidenced escalations.
• Work with Product and Learning teams to keep customer education accurate, and give feedback on troubleshooting trends.
• Work with Account Managers, Customer Success Managers, and Implementation Engineers to support new customers.
• Develop and maintain internal knowledge base articles, including troubleshooting methodologies and how-to guides.
• Monitor status updates and customer responses during outages as part of on-call duty.

Required qualifications

• 7+ years in a technical, customer-facing SaaS environment.
• 2–3+ years of experience handling mission-critical technical escalations.
• Proven ability to partner with senior leaders and executives.
• Deep proficiency in the Windows platform (Registry, PowerShell, Credential Manager, Event Logging) and Active Directory.
• Comfort using advanced diagnostic tools such as Sysinternals, Wireshark, and XPath.
• Methodical, systematic troubleshooting approach.
• Fluent English, spoken and written.
• Authorized to work in Mexico.
• Ability to commit to being ready and able to respond during an assigned on-call shift.

Nice to have

• Desire to expand into RADIUS, SSO/SAML/SCIM, and AI features.

Benefits

• Remote-first work arrangement.

Before you apply

• You must be located in and authorized to work in Mexico.
• On-call rotation is required.
• Résumés from third-party sources are not accepted.
• Interviews and screening are conducted primarily in English.

About the company

JumpCloud is an AI-powered unified IT management platform that secures the modern workforce through identity, device, and access management. The company serves organizations around the globe.