Customer Support Engineer, Tier 1, Windows

• Provide technical support, troubleshooting, and issue resolution to customers via email, telephone, chat, or remote web session
• Manage a queue of support tickets for high-priority and complex technical issues
• Reproduce issues in-house and respond to customers in a timely manner
• Collaborate with peers, escalation points, mentors, knowledge base, community forums, and internal tools to provide effective solutions
• Collaborate with Product and Learning teams to keep customer education programs accurate and current
• Maintain technical understanding of the entire JumpCloud Platform
• Collaborate with Account Managers and Implementation Engineers to support new customers transitioning to daily product use
• Develop and maintain internal knowledge base articles
• Collaborate on projects improving customer and support engineer experiences
• Participate in an on-call rotation, monitoring status updates and responding to external customers during outages

• Minimum of 3 years of experience in a technical, customer-facing position, preferably in a SaaS environment
• Minimum of 2 years of experience working with mission critical customer issues and customer and technical escalations
• Good knowledge configuring and troubleshooting Single Sign-on (SAML and SCIM)
• Good experience configuring and troubleshooting RADIUS
• General networking understanding
• Excellent interpersonal communication
• Strong oral and written communication skills
• 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
• Must be located in and authorized to work in Mexico
• Must speak and write English fluently
• On-call rotation required
• Preferred experience with non-Windows Directory Services (G Suite, AWS, LDAP), REST APIs, scripting (PowerShell, CMD, Bash), AI productivity tools, AI prompt engineering, full-time remote working, self-motivated productivity, and macOS hardware

• Remote work within Mexico
• Full-time employment
• English-language interview and screening process
• Collaborative work environment
• Opportunities to share and grow expertise
• Equal opportunity employment