Senior Windows/AD Support Engineer - Enterprise Tier 2

JumpCloud Inc.; Ciudad de México; A distancia; MXN 1.628.000 - 2.352.000; Jornada completa

Descripción de la vacante

JumpCloud Inc. is seeking a Tier 2 Customer Support Engineer specializing in Windows and Active Directory.

This remote-first role involves handling high-complexity escalations for enterprise customers, bridging deep technical troubleshooting with executive-level communication. You will own and resolve issues using evidence-based methods, collaborate across Product and Engineering, and contribute to knowledge bases while supporting on-call rotations.

Formación

• 7+ years in a technical, customer-facing SaaS environment.
• 2–3+ years handling mission-critical technical escalations.
• Experience engaging with senior leaders and executives.

Responsabilidades

• Serve as senior technical point of contact for executive, VIP, and C-suite stakeholders during high-pressure incidents.
• Provide high-level technical guidance to senior leaders and engineers on enterprise accounts.
• Troubleshoot and resolve Windows and AD integration issues via email, phone, chat, or remote sessions.
• Manage a queue of high-priority technical tickets with evidence-based troubleshooting (log analysis, network traces, memory dumps).
• Reproduce issues in-house with structured testing to prove technical theories and robust fixes.
• Collaborate with internal teams to ensure escalations are well-founded and well-documented.

Conocimientos

Executive engagement

Windows & AD

Troubleshooting

Mentorship

Herramientas

Sysinternals

Wireshark

XPath

Descripción del empleo

JumpCloud Inc. is seeking a Tier 2 Customer Support Engineer specializing in Windows and Active Directory.

This remote-first role involves handling high-complexity escalations for enterprise customers, bridging deep technical troubleshooting with executive-level communication. You will own and resolve issues using evidence-based methods, collaborate across Product and Engineering, and contribute to knowledge bases while supporting on-call rotations.