Taking applicationsTechnical Support·Posted 8d ago
Customer Support Engineer, Tier 2 ‑ Mexico
JumpCloudVerified company
Mexico City, Mexico - Remote
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
Mexico City, Mexico
EnglishSenior level
About the role
A Tier 2 customer support engineering role focused on Windows and Active Directory escalations for enterprise and VIP customers, handled via email, phone, chat, or remote sessions. It requires 7+ years of technical customer-facing SaaS experience, deep Windows/AD diagnostics, and on-call rotation, and is limited to candidates located and authorized to work in Mexico.
What you'll do
- Act as senior technical contact for executive and VIP escalations
- Provide support via email, telephone, chat, or remote web session
- Manage a queue of high-priority support tickets
- Reproduce issues in-house through structured testing
- Write escalations backed by evidence-based diagnosis
- Collaborate with Product, Learning, and Account teams
- Maintain internal knowledge base articles
- Participate in on-call rotation
What you'll need
- 7+ years in technical, customer-facing SaaS environment
- 2-3+ years handling mission-critical escalations
- Experience engaging executives and senior leaders
- Deep Windows platform expertise (Registry, PowerShell, Event Logging)
- Deep Active Directory expertise
- Advanced diagnostic tools experience
- Fluent spoken and written English
- Located in and authorized to work in Mexico
Skills
WindowsActive DirectoryPowerShellSysinternalsWiresharkLog analysis (XPath, event logs)Memory dump analysisTechnical troubleshooting
Benefits
Remote-first workOn-call rotation
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Applications close on 18 November.