Customer Support Engineer, Tier 2

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

📋 Description

• Act as a senior technical liaison for executive, VIP, and C-suite stakeholders.

• Oversee enterprise customer relationships by providing high-level technical guidance.

• Deliver technical support and troubleshooting assistance through email, phone, chat, and remote web sessions.

• Address complex Windows and Active Directory integration issues.

• Manage high-priority support tickets and conduct log analysis, network tracing, and memory dump analysis.

• Reproduce issues internally through structured testing and variable isolation.

• Work collaboratively with peers, escalation points, and engineering teams on technical escalations.

• Partner with Product and Learning teams to ensure accurate customer education programs are maintained.

• Keep a thorough technical understanding of the JumpCloud Platform and its Windows/AD integrations.

• Collaborate with Account Managers, Customer Success Managers, and Implementation Engineers.

• Create and update internal knowledge base articles and advanced troubleshooting guides.

• Enhance diagnostic workflows and internal tooling.

• Participate in the necessary on-call rotation and communicate effectively during outages.

⛳️ Requirements

• 7+ years of experience in a technical, customer-facing SaaS environment.

• 2–3+ years of experience managing mission-critical technical escalations.

• Demonstrated ability to partner with senior leaders, executives, and internal engineers.

• Capability to translate complex technical root causes into clear business-impact communications.

• Strong proficiency in Windows, including Registry, PowerShell, Credential Manager, and Event Logging.

• Expertise in Active Directory.

• Familiarity with Sysinternals, Wireshark, and XPath.

• Methodical, systematic, and evidence-based approach to troubleshooting.

• Ability to isolate variables and replicate edge cases effectively.

• Competence in mentoring and technical documentation.

• Fluent in both spoken and written English.

• Residing in and authorized to work in Mexico.

🏝️ Benefits

• Opportunity for remote work within Mexico.

• Participation in on-call rotation.

• Professional development and chances to explore RADIUS, SSO/SCIM, and AI features.

• A supportive and collaborative work environment.

• Commitment to equal opportunity employment.