Remote SaaS Support Engineer Tier 1

JumpCloud Inc.; Estado de México; Remote; MXN 1,108,000 - 2,216,000; Full time

Job summary

JumpCloud Inc. is a remote‑first SaaS company delivering AI‑powered IT management. We seek a technically adept Support Engineer to resolve customer issues via email, phone, chat, or remote sessions while maintaining a high standard of service.

You will handle mission‑critical incidents, collaborate with product and learning teams, and contribute to knowledge base and onboarding efforts for new customers.

Qualifications

• Minimum 1 year in a technical, customer‑facing position in a SaaS environment.
• Experience handling mission‑critical customer issues and escalations.
• Excellent interpersonal and written communication skills.
• In‑depth knowledge of macOS, Linux basics, and security best practices.

Responsibilities

• Provide technical support to customers via email, phone, chat, or remote session.
• Manage a queue of high‑priority and complex issues to resolution.
• Reproduce issues and respond to customers in a timely manner.
• Collaborate with product, knowledge base, and internal teams to deliver effective solutions.
• Maintain and expand internal knowledge base articles for the support team.
• Support customer onboarding and ongoing success as they adopt JumpCloud.

Skills

Technical troubleshooting

Customer support

Communication skills

Linux basics

macOS knowledge

REST APIs

SaaS support experience

On‑call readiness

Tools

Zendesk

Jira

Job description

JumpCloud Inc. is a remote‑first SaaS company delivering AI‑powered IT management. We seek a technically adept Support Engineer to resolve customer issues via email, phone, chat, or remote sessions while maintaining a high standard of service.

You will handle mission‑critical incidents, collaborate with product and learning teams, and contribute to knowledge base and onboarding efforts for new customers.