Remote SaaS Support Engineer for AI-Powered IT

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

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.