Remote SaaS Support Engineer - Tier 1

JumpCloud Inc.; Ciudad de México; A distancia; MXN 1.176.000 - 1.809.000; Jornada completa

Descripción de la vacante

JumpCloud Inc. is a remote-first company offering AI-powered unified IT management. The Support Engineer role focuses on technical support, issue resolution, and collaboration with Product and Learning teams to ensure accurate customer education.

Ideal candidates have at least 1 year in a technical, customer-facing position, strong English communication, and knowledge of macOS, MDM/DEP, directory services, and REST APIs. Remote work is standard, with on-call shifts as part of duties.

Formación

• Minimum 1 year in a technical, customer-facing role.
• Minimum 1 year handling mission-critical customer issues.
• Excellent interpersonal communication.

Responsabilidades

• Provide technical support, troubleshooting and issue resolution via email, phone, chat or remote session.
• Manage a queue of high priority and complex tickets.
• Reproduce issues in-house and respond to customers promptly.
• Collaborate with peers and internal teams for effective solutions.
• Collaborate with Product and Learning teams to keep customer education up to date.
• Maintain a technical understanding of the JumpCloud Platform.
• Assist customers as they transition to day-to-day use of the product.
• Develop internal knowledge base articles to share knowledge.

Conocimientos

Technical support

Customer-facing

macOS

MDM/DEP

Directory services

iOS management

REST APIs

On-call readiness

English fluency

Herramientas

Knowledge base

Internal tools

Descripción del empleo

JumpCloud Inc. is a remote-first company offering AI-powered unified IT management. The Support Engineer role focuses on technical support, issue resolution, and collaboration with Product and Learning teams to ensure accurate customer education.

Ideal candidates have at least 1 year in a technical, customer-facing position, strong English communication, and knowledge of macOS, MDM/DEP, directory services, and REST APIs. Remote work is standard, with on-call shifts as part of duties.