Customer Support Engineer, Tier 1 – MacOS, MDM

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Deliver technical assistance, troubleshoot issues, and resolve problems through email, phone, chat, or remote web sessions.

• Oversee a queue of high-priority and intricate technical support tickets.

• Replicate issues on-site and provide prompt responses to customers.

• Work in conjunction with colleagues, escalation points, mentors, the knowledge base, community forums, and internal tools to offer solutions.

• Partner with Product and Learning teams to ensure customer education programs remain accurate and current.

• Maintain a comprehensive technical understanding of the entire JumpCloud Platform.

• Collaborate with Account Managers and Implementation Engineers during the transition of new customers to everyday product usage.

• Create and update internal knowledge base articles.

• Participate in projects aimed at enhancing customer and support engineer experiences.

• Address high-priority and mission-critical customer challenges.

• Coordinate with Support and Engineering teams to guarantee swift defect resolution.

⛳️ Requirements

• At least 1 year of experience in a technical, customer-facing role, ideally in a SaaS environment.

• A minimum of 1 year of experience dealing with mission-critical customer issues and managing customer and technical escalations.

• Exceptional interpersonal communication skills.

• Strong verbal and written communication abilities.

• Comprehensive knowledge of macOS, including FileVault, Keychain, Apple MDM, DEP, and system management.

• Familiarity with Directory Services, such as Google Workspace, Okta, and LDAP.

• Understanding of iOS Management.

• Knowledge of Software Management (VPP).

• Awareness of REST APIs.

• Experience with user onboarding and offboarding processes.

• Knowledge of information security best practices.

• Proficiency in written and spoken English.

• Availability to work from 9:00–18:00 MDT Monday–Friday, with some weekend availability as needed.

• Preferred qualifications include familiarity with Linux concepts, Linux distributions, live chat support, scripting, AI productivity tools, AI prompt engineering, full-time remote work, and self-motivated productivity.

🏝️ Benefits

• Remote-first work environment within Mexico.

• Full-time employment opportunity.

• Chance to collaborate with talented global teams.

• Supportive board and experienced executive team.

• Opportunities for professional growth and knowledge sharing.

• Commitment to equal opportunity employment.