Customer Support Engineer, Tier 2 - Mexico

JumpCloud Inc.; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Executive exposure

On-call rotations

Enterprise training

Job summary

JumpCloud is seeking a senior Tier 2 Customer Support Engineer focused on Windows and Active Directory within a unified IT management platform. You will escalate and resolve high-impact incidents for enterprise customers while communicating clearly with CIOs and CISOs.

The role covers troubleshooting identity and directory integration, expanding to RADIUS, SSO, SCIM, and AI-driven features, and collaborating with product and engineering to drive permanent fixes and improved support processes.

Qualifications

• 7+ years in technical, customer-facing SaaS environments.
• Experience handling mission-critical escalations.
• Ability to translate technical root causes to business impact for executives.

Responsibilities

• Serve as senior technical point of contact for executive and VIP stakeholders during incidents.
• Guide large enterprise customers with business-impact framing.
• Provide support via email, phone, chat, and remote sessions.
• Analyze logs, network traces, and memory dumps to identify root causes.
• Reproduce issues in-house and validate permanent fixes.
• Collaborate with engineering teams to deliver defensible escalations.
• Work with product and success teams to improve onboarding and education.
• Contribute to internal knowledge bases and diagnostic workflows.
• Participate in on-call rotation and communicate status during outages.

Skills

Executive communication

Windows & Active Directory

Troubleshooting

SaaS customer support

Incident management

Tools

Sysinternals

Wireshark

XPath

Job description

Role overview

This is a senior Tier 2 Customer Support Engineering role focused on Windows and Active Directory within a unified IT management platform. The position bridges deep technical troubleshooting of identity and directory integration issues with executive-level customer communication for enterprise clients. The selected engineer will resolve high-complexity escalations impacting core IT infrastructure while progressively broadening coverage to adjacent platform capabilities such as RADIUS, SSO, SCIM, and AI-driven features.

Responsibilities

• Act as the senior technical point of contact for executive, VIP, and C-suite stakeholders during high-pressure incidents, driving clear and transparent communication throughout the incident lifecycle.


• Manage relationships with large-scale commercial and enterprise customers, providing high-level technical guidance that frames complex issues in terms of business impact for senior leaders and engineers.


• Deliver technical support through email, telephone, chat, and remote web sessions, applying deep technical analysis to complex Windows and Active Directory integration challenges.


• Maintain a queue of high-priority and complex tickets, using evidence-based troubleshooting such as log analysis (XPath, event logs), network traces (Wireshark, pktmon), and memory dump inspection to identify true root causes.


• Reproduce issues in-house through structured testing and variable isolation, validating fixes rather than relying on temporary workarounds, and documenting reproducible findings.


• Collaborate with escalation points and internal engineering teams to deliver defensible technical escalations backed by captured evidence and preliminary research.


• Partner with product, learning, customer success, and implementation teams to support onboarding, refine customer education programs, and feed recurring troubleshooting trends back into product improvements.


• Contribute to internal knowledge base articles and peer-led projects that improve diagnostic workflows and the day-to-day experience of the broader support engineering team.


• Participate in an on-call rotation, monitoring status updates and external customer responses during outages and maintaining stakeholder communication throughout incidents.

Requirements

• 7+ years of experience in a technical, customer-facing SaaS environment, including 2–3+ years handling mission-critical technical escalations.


• Demonstrated ability to engage executive and VIP stakeholders, translating complex technical root causes such as authentication failures or GPO conflicts into clear, business-impact language for non-technical audiences including CIOs and CISOs.


• Deep proficiency with the Windows platform (Registry, PowerShell, Credential Manager, Event Logging) and Active Directory, including comfort with advanced diagnostic tools such as Sysinternals, Wireshark, and XPath.


• A methodical, evidence-based approach to troubleshooting that isolates variables, replicates edge cases, and produces defensible diagnoses leading to permanent fixes.


• Strong written and verbal communication skills in English, with the judgment to set clear escalation boundaries while keeping customers feeling supported.


• A teaching and mentorship instinct, with experience documenting complex troubleshooting methodologies for peers and contributing to shared team knowledge.

Nice to have

• Willingness and motivation to expand expertise into adjacent platform areas such as RADIUS, SSO, and AI-driven features.


• Prior collaboration with product, learning, or customer success teams to translate field insights into documentation or product improvements.