Customer Support Engineer, Tier 1, Windows

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

📋 Description

• Deliver technical assistance, troubleshooting, and resolution of issues through email, phone, chat, or remote web sessions

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

• Reproduce issues internally and provide timely responses to customers

• Work collaboratively with colleagues, escalation points, mentors, knowledge resources, community forums, and internal systems to deliver customer solutions

• Partner with Product and Learning teams to ensure customer education programs remain accurate and up-to-date

• Maintain a comprehensive technical understanding of the entire JumpCloud platform

• Collaborate with Account Managers and Implementation Engineers to aid new customers in transitioning to regular product usage

• Create and update internal knowledge base articles

• Engage in projects aimed at enhancing both customer and support engineer experiences

• Participate in an on-call rotation, keeping track of status updates and responding to external customers during outages

• Coordinate with Support and Engineering teams to ensure prompt resolution of defects

⛳️ Requirements

• At least 3 years of experience in a technical, customer-facing role, ideally in a SaaS setting

• A minimum of 2 years of experience handling mission-critical customer issues and technical escalations

• Proficient in configuring and troubleshooting Single Sign-on (SAML + SCIM)

• Solid experience with configuring and troubleshooting RADIUS

• Basic understanding of networking concepts

• Strong interpersonal communication skills

• Excellent verbal and written communication abilities

• Familiarity with user onboarding and offboarding processes

• Knowledge of information security best practices

• A passion for learning new technologies

• Enthusiasm for collaborative work

• Ability to succeed in a fast-paced, changing environment

• Must reside in and be authorized to work in Mexico

• Proficient in spoken and written English is required

• Availability for on-call rotation is necessary

• Preferred: Experience with Non-Windows Directory Services (G Suite, AWS, LDAP)

• Preferred: Familiarity with REST APIs

• Preferred: Scripting experience (PowerShell, CMD, Bash)

• Preferred: Using AI to enhance productivity

• Preferred: Skills in AI prompt engineering

• Preferred: Full-time remote work capability with self-motivated productivity

• Preferred: Utilizing macOS hardware as the primary work device

🏝️ Benefits

• Remote-first work model available within Mexico

• English-language, international work environment

• Opportunity to collaborate with teams across more than 15 countries

• Opportunities for professional growth and knowledge sharing

• Supportive board and experienced executive team

• Commitment to equal opportunity employment

• Full-time remote work (not guaranteed, but preferred)