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JumpCloud is an AI-powered unified IT management platform that consolidates identity, device, and access management for modern organizations. As a Customer Support Engineer - Tier 1, you will provide world-class technical support to JumpCloud customers across email, telephone, chat, and remote web sessions. You will manage a queue of high-priority and complex technical issues, reproduce issues in-house, and respond to customers in a timely manner.
Key responsibilities include troubleshooting and resolving customer issues, collaborating with peers and escalation points to provide effective solutions, maintaining a technical understanding of the JumpCloud Platform, and developing internal knowledge base articles. You will work closely with Product, Learning, Account Management, and Implementation Engineering teams to ensure customer success. The role includes on-call rotation duties, monitoring status updates and external customer responses during outages. You will also collaborate on projects aimed at improving customer and support engineer experiences.
This is a fully remote position based in Mexico, with a required shift schedule of Monday-Friday, 11:00-20:00 CST. You must be located in and authorized to work in Mexico. Fluent English is required for interviews and internal business communication.
REQUIREMENTS:
- Minimum 3 years of experience in a technical, customer-facing position, preferably in a SaaS environment
- Minimum 2 years of experience working with mission-critical customer issues and technical escalations
- Good knowledge of configuring and troubleshooting Single Sign-on (SAML + SCIM)
- Good experience with configuring and troubleshooting RADIUS
- General networking understanding
- Excellent interpersonal and communication skills (oral and written)
- Understanding of user onboarding and offboarding practices
- Understanding of information security best practices
- Passion for learning new technologies
- Enthusiasm for collaborative working
- Ability to thrive in a rapidly changing environment
PREFERRED EXPERIENCE:
- Non-Windows Directory Services (G Suite, AWS, LDAP)
- REST APIs
- Scripting (PowerShell, CMD, BASH)
- Using AI to enhance productivity and AI prompt engineering skills
- Full-time remote working experience and self-motivated productivity
- Using macOS hardware as primary work device
