Remote Technical Support Engineer - SaaS (Tier 1)

Jumpcloud

Mexico

Hybrid

MXN 300,000 - 500,000

Full time

14 days+

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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.