Customer Support Engineer, Tier 1 Windows - Mexico

JumpCloud Inc.; United States; Remote; MXN 420,000 - 660,000; Full time

Job summary

JumpCloud is seeking an experienced technical support engineer for a remote-first, globally distributed team. You will handle customer inquiries via email, phone, chat, or remote sessions, manage high-priority tickets, and collaborate with product and learning teams to ensure accurate customer education.

Ideal candidates will have 3+ years in a customer-facing technical role in a SaaS environment, strong SSO/RADIUS knowledge, and excellent communication skills.

Qualifications

• 3+ years in a technical, customer-facing role in SaaS settings.
• Experience handling high-priority customer issues and escalations.
• Familiarity with configuring and troubleshooting SSO (SAML+SCIM).
• Experience configuring and troubleshooting RADIUS and general networking.

Responsibilities

• Provide technical support and issue resolution via email, phone, chat, or remote session.
• Manage a queue of high-priority support tickets and complex issues.
• Reproduce issues and respond promptly to customers.
• Collaborate with Product/Learning teams to keep customer education accurate.
• Maintain a technical understanding of JumpCloud Platform and assist customers through onboarding and adoption.
• Create and maintain internal knowledge base articles for the support engineering team.
• Participate in on-call rotations and respond during outages.

Skills

Customer-facing

Technical support

SaaS familiarity

Interpersonal communication

Written communication

Networking basics

Security best practices

Tools

SAML+SCIM

RADIUS

Networking

Job description

Remote First Policy

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.

JumpCloud is Intelligent, Secure IT.

Responsibilities

• 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
• On-call rotation required. Duties include monitoring of status updates and external customer responses to incoming cases during outage.

Requirements

• Minimum of 3 years of experience in a technical, customer-facing position, preferably in a SaaS environment
• Minimum of 2 year of experience working with mission critical customer issues and customer and technical escalations
• Good knowledge with configuring & troubleshooting Single Sign-on (SAML+ SCIM)
• Good experience with configuring & troubleshooting RADIUS
• General Networking understanding
• Excellent interpersonal communication
• Strong oral and written communication skills
• Understanding of user onboarding and offboarding practices.
• Understanding of Information security best practices
• Passion for learning new technologies
• Enthusiasm for collaborative working
• Ability to thrive in a rapidly changing environment

Preferred experience

• Non-Windows Directory Services (G Suite, AWS, LDAP)
• REST APIs
• Scripting(Powershell, CMD, BASH)
• Using AI to enhance your productivity
• AI Prompt Engineering skills
• Full-time remote working and self-motivated productivity.
• Using macOS hardware as your primary work-device

Shift Schedule

• Mon-Fri 11:00-20:00 CST

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.

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.

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.

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.

Build Connections

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, transcribing or summarizing interviews, and assessing responses. These tools assist our recruitment team but do not replace human judgment in hiring decisions, which are ultimately made by humans. Please see our Privacy Policy https://jumpcloud.com/privacy for more information about our personal data practices.