Customer Support Engineer, Tier 1 (MacOS and MDM) - Mexico

Jumpcloud; Mexico; Hybrid; MXN 300,000 - 500,000; Full time

Job summary

JumpCloud is a remote-first, AI-powered unified IT management platform. We seek a technically strong Customer Support Engineer - Tier 1 to address high-priority customer issues across email, chat, phone and remote sessions.

This role focuses on macOS and Linux environments, REST APIs, and security best practices. You will collaborate with Engineering, Product and Learning teams to improve support quality and onboarding for new customers.

Qualifications

• Minimum of 1 year of experience in a technical, customer-facing position, preferably in a SaaS environment.
• Excellent interpersonal communication and strong oral and written skills.
• In-depth knowledge of the macOS platform, FileVault, Keychain, MDM/DEP, and system management.
• Experience with Directory Services (Google Workspace, Okta, LDAP) and REST APIs.
• Passion for learning new technologies and collaboration across teams.

Responsibilities

• Provide technical support, troubleshooting and issue resolution to customers via email, phone, chat or remote session.
• Manage a queue of high-priority and complex technical support tickets.
• Reproduce issues in-house and respond to customers promptly.
• Collaborate with Product and Learning teams to keep education programs up to date.
• Develop and maintain internal knowledge base articles for the support engineering team.

Skills

Technical support

Customer-facing

SaaS

macOS knowledge

REST APIs

Linux knowledge

On-call adaptability

Tools

SSH

Job description

All roles at JumpCloud® are Remote unless otherwise specified in the Job Description.

About JumpCloud®

JumpCloud® is the AI-powered unified IT management platform designed to secure the modern workforce. By consolidating identity, device, and access management, JumpCloud provides intelligent, secure IT that scales from human users to autonomous AI agents. We help organizations around the globe eliminate complexity and turn AI risk into an optimized advantage, ensuring the right people and agents have secure access to the right resources at all times.

JumpCloud is Intelligent, Secure IT.

About the Role:

As a Customer Support Engineer - Tier 1 you will be responsible for providing world-class technical support to JumpCloud’s customers. We are looking for a highly technical self-starter that is driven to exceed customer expectations across JumpCloud’s various support channels. This position will resolve high priority and mission critical customer issues in a fast-paced environment. As a Technical Support Engineer- Tier 1 you will apply your technical knowledge to resolve customer issues, and regularly interface across Support and Engineering to ensure the timely resolution of defects.

• Provide technical support, troubleshooting and issue resolution to our customers via email, telephone, chat or remote web session.
• Manage a queue of support tickets for high priority and complex technical issues.
• Reproduce issues in-house and respond to customers in a timely manner.
• Collaborate with peers, escalation points, mentors, our knowledge base, community forums and other internal tools to provide the most effective, world-class solutions for our customers.
• Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date.
• Maintain a technical understanding of the entire JumpCloud Platform.
• Collaborate with Account Manager and Implementation Engineers to ensure the success of our new customers as they transition into the day to day use of our product.
• Develop and maintain internal knowledge base articles to increase shared knowledge among the entire support engineering team.
• Collaborate with peers on projects aimed at improving the customer and support engineer experiences.

• Minimum of 1 year of experience in a technical, customer-facing position, preferably in a SaaS environment.
• Minimum of 1 year of experience working with mission critical customer issues and customer and technical escalations.
• Excellent interpersonal communication.
• Strong oral and written communication skills.
• In-depth knowledge of the macOS platform - FileVault, Keychain, Apple Mobile Device Management (MDM) + DEP, and overall system management.
• Directory Services (Google Workspace (GWS), Okta, LDAP).
• iOS Management.
• Software Management (VPP).
• REST APIs
• User onboarding and offboarding.
• Information security best practices.
• Passion for learning new technologies.
• Enthusiasm for collaborative working.
• Ability to thrive in a rapidly changing environment.

• Knowledge of core Linux concepts such as Secure Shell (SSH), User Identifier (UID) and Group Identifier (GID) management, Pluggable Authentication Modules (PAM), pkg management (Yum, RPM, Apt, etc.).
• Experience supporting and troubleshooting one or more Linux distros: Ubuntu, Debian, RHEL, or CentOS.
• Providing live chat to technical customers & technology stakeholders.
• Scripting.
• Using AI to enhance your productivity.
• AI Prompt Engineering skills.
• Full-time remote working and self-motivated productivity.

• Shift scheduled for 9:00-18:00 MDT Monday-Friday
• Open to work some weekends when is required.

Where you’ll be working/Location:

JumpCloud is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description.

You must be located in and authorized to work in the country noted in the job description to be considered for this role.

Please note: There is an expectation that our engineers participate in on-call shifts. You will be expected commit to being ready and able to respond during your assigned shift, so that alerts don't go unaddressed.

Language:

JumpCloud® has teams in 15+ countries around the world and conducts our internal business in English. The interview and any additional screening process will take place primarily in English. To be considered for a role at JumpCloud®, you will be required to speak and write in English fluently. Any additional language requirements will be included in the details of the job description.

Why JumpCloud®?

If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you! JumpCloud® is an incredible place to share and grow your expertise! You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.

One of JumpCloud®'s three core values is to “Build Connections.” To us that means creating " human connection with each other regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc. We care deeply about the people that we work with and want to see everyone succeed." - Rajat Bhargava, CEO

JumpCloud® is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.