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Tech Stack
Tools & technologiesAWSMacOS
About the role
Key responsibilities & impact- Provide technical support, troubleshooting, and issue resolution via email, telephone, chat, or remote web session
- Manage a queue of high-priority and complex technical support tickets
- Reproduce issues in-house and respond to customers in a timely manner
- Collaborate with peers, escalation points, mentors, the knowledge base, community forums, and internal tools to provide customer 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 day-to-day 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
- Interface across Support and Engineering to ensure timely resolution of defects
Requirements
What you’ll need- 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 of configuring and troubleshooting Single Sign-on (SAML + 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
- Fluent spoken and written English required
- On-call rotation availability required
- Preferred: Non-Windows Directory Services (G Suite, AWS, LDAP)
- Preferred: REST APIs
- Preferred: Scripting (PowerShell, CMD, Bash)
- Preferred: Using AI to enhance productivity
- Preferred: AI prompt engineering skills
- Preferred: Full-time remote working and self-motivated productivity
- Preferred: Using macOS hardware as the primary work device
Benefits
Comp & perks- Remote-first work arrangement within Mexico
- English-language, international work environment
- Opportunity to work with teams across 15+ countries
- Professional growth and expertise-sharing opportunities
- Supportive board and seasoned executive team
- Equal opportunity employment
- Full-time remote working (listed as preferred experience, not a guaranteed benefit)