Taking applicationsTechnical Support·Posted 8d ago
Customer Support Engineer, Tier 1 Windows ‑ Mexico
JumpCloudVerified company
Mexico City, Mexico - Remote
Pay
Not listed
Job type
Full-time · Remote
Hours
US hours
Location
Mexico City, Mexico
EnglishMid level
About the role
A Tier 1 customer support engineer role providing email, phone, chat and remote technical support for JumpCloud's IT platform. It is remote but limited to candidates located and authorized to work in Mexico, with an on-call rotation and a Mon-Fri 11:00-20:00 CST schedule.
What you'll do
- Provide technical support via email, phone, chat, or remote web session
- Manage a queue of high-priority and complex support tickets
- Reproduce issues in-house and respond to customers promptly
- Collaborate with peers and escalation points to resolve customer issues
- Maintain technical understanding of the JumpCloud platform
- Develop and maintain internal knowledge base articles
- Collaborate with Product and Learning teams on customer education
- Participate in on-call rotation for outage-related monitoring
What you'll need
- Minimum 3 years in a technical, customer-facing role
- Minimum 2 years handling mission-critical customer issues and escalations
- Experience configuring and troubleshooting SAML and SCIM SSO
- Experience configuring and troubleshooting RADIUS
- General networking understanding
- Excellent interpersonal and communication skills
- Understanding of user onboarding and offboarding
- Located in and authorized to work in Mexico
Skills
Technical troubleshootingSAML and SCIM single sign-onRADIUS configurationNetworking fundamentalsCustomer communicationUser onboarding and offboardingInformation security best practicesREST APIs
Benefits
Remote work
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Applications close on 18 November.