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JumpCloud is an AI-powered unified IT management platform that consolidates identity, device, and access management for modern enterprises. As a Tier 2 Customer Support Engineer specializing in Windows and Active Directory, you will serve as a subject matter expert and senior technical point of contact for executive, VIP, and C-suite stakeholders. You will solve high-complexity identity and directory integration escalations that directly impact enterprise customers' core IT infrastructure.
In this role, you will manage large-scale commercial and enterprise customer relationships by providing high-level technical guidance to senior leaders and engineers. You will handle a queue of support tickets for high-priority and complex technical issues, leveraging evidence-based troubleshooting methodologies including log analysis (XPath, event logs), network traces (Wireshark, pktmon), and memory dumps to identify root causes. You will reproduce issues in-house through structured testing and variable isolation to ensure fixes are robust and not reliant on temporary workarounds.
You will collaborate with peers, escalation points, and internal engineering teams to provide clear, high-quality escalations backed by defensible technical diagnoses. You will work with Product and Learning teams to ensure customer education programs are accurate, providing technical feedback based on recurring troubleshooting trends. You will develop and maintain internal knowledge base articles to increase shared knowledge among the support engineering team, specifically documenting complex troubleshooting methodologies and advanced diagnostic tool guides.
Additional responsibilities include collaborating with Account Managers, Customer Success Managers, and Implementation Engineers to ensure new customer success; participating in on-call rotation with monitoring of status updates and external customer responses during outages; and collaborating on projects aimed at improving customer and support engineer experiences by optimizing diagnostic workflows and internal tooling.
You are eager to expand your impact by learning to support broader platform capabilities, including RADIUS, SSO/SAML/SCIM, and JumpCloud's cutting-edge AI features.
REQUIREMENTS:
- 7+ years in a technical, customer-facing SaaS environment
- 2–3+ years of specific experience handling mission-critical technical escalations
- Deep proficiency in Windows platform (Registry, PowerShell, Credential Manager, Event Logging) and Active Directory
- Comfortable utilizing advanced diagnostic tools (Sysinternals, Wireshark, XPath)
- Proven ability to partner with senior leaders, executives, and internal engineers
- Ability to synthesize complex technical root causes into clear, business-impact communication for non-technical stakeholders (CIOs/CISOs)
- Methodical, systematic approach to troubleshooting with ability to isolate variables and replicate edge cases
- Teaching instinct with ability to mentor peers and document complex workflows
- Excellent judgment when setting escalation boundaries
- Fluent English (spoken and written) required; interview conducted primarily in English
- Must be located in and authorized to work in Mexico
- Commitment to on-call shifts with ability to respond during assigned shifts
