Senior Windows & AD Support Engineer (Remote)

Lever, Inc.; Ciudad de México; Híbrido; MXN 700.000 - 1.100.000; Jornada completa

Descripción de la vacante

JumpCloud is seeking a Tier 2 Customer Support Engineer specializing in Windows and Active Directory to bridge deep technical troubleshooting with executive‑level communication. You’ll solve high‑complexity identity and directory integration escalations for enterprise customers and expand to RADIUS, SSO/SMAL/SCIM and AI features.

You will manage high‑priority escalations, mentor teammates, contribute to the knowledge base, and participate in on‑call rotations to ensure robust, permanent fixes

Formación

• 7+ years in a technical, customer-facing SaaS environment.
• 2–3+ years handling mission-critical technical escalations.
• Proven ability to partner with senior leaders and executives in technical discussions.
• Ability to translate complex root causes into clear business-impact communication.

Responsabilidades

• Serve as a senior technical point of contact for executive and VIP stakeholders during high-pressure incidents and escalations.
• Provide high-level technical guidance to senior leaders and engineers to address complex issues at a business impact level.
• Offer technical support via email, phone, chat, or remote sessions with deep Windows/AD troubleshooting.
• Manage a queue of high-priority tickets using evidence-based troubleshooting (logs, traces, memory dumps).
• Collaborate with Product/Learning teams to ensure accurate customer education and up-to-date troubleshooting guides.

Conocimientos

Executive & VIP Engagement

Windows & AD Expertise

Evidence-Based Troubleshooting

Soft Skills & Mentorship

On-call/Incident Response

Customer-facing SaaS

Communication

Herramientas

Sysinternals

Wireshark

XPath

Pktmon

PowerShell

Descripción del empleo

JumpCloud is seeking a Tier 2 Customer Support Engineer specializing in Windows and Active Directory to bridge deep technical troubleshooting with executive‑level communication. You’ll solve high‑complexity identity and directory integration escalations for enterprise customers and expand to RADIUS, SSO/SMAL/SCIM and AI features.

You will manage high‑priority escalations, mentor teammates, contribute to the knowledge base, and participate in on‑call rotations to ensure robust, permanent fixes