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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in managing technical escalations and customer relationships within a SaaS environment, with a strong focus on Windows and Active Directory integrations. Proficient in troubleshooting complex technical issues and communicating effectively with executive stakeholders.
Highest-signal resume keywords
Windows ExpertiseActive Directory ExpertiseTechnical Escalation ManagementSaaS Customer SupportTechnical Documentation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
WindowsActive DirectoryPowerShellRegistryCredential ManagerEvent LoggingSysinternalsWiresharkXPathTroubleshooting
Soft Skills
CommunicationMentoringCollaborationProblem-SolvingCustomer Relationship Management
Tools & Technologies
JumpCloud PlatformRemote Support ToolsKnowledge Base Management
Industry Keywords
SaaSTechnical SupportCustomer SuccessExecutive Stakeholder Management
About the role
Key responsibilities & impact- Serve as a senior technical point of contact for executive, VIP, and C-suite stakeholders
- Manage enterprise customer relationships through high-level technical guidance
- Provide technical support and troubleshooting via email, telephone, chat, and remote web sessions
- Resolve complex Windows and Active Directory integration challenges
- Manage high-priority support tickets and perform log analysis, network tracing, and memory dump analysis
- Reproduce issues in-house through structured testing and variable isolation
- Collaborate with peers, escalation points, and engineering teams on technically supported escalations
- Collaborate with Product and Learning teams to maintain accurate customer education programs
- Maintain deep technical understanding of the JumpCloud Platform and Windows/AD integrations
- Collaborate with Account Managers, Customer Success Managers, and Implementation Engineers
- Develop and maintain internal knowledge base articles and advanced troubleshooting guides
- Improve diagnostic workflows and internal tooling
- Participate in required on-call rotation and communicate during outages
Requirements
What you’ll need- 7+ years in a technical, customer-facing SaaS environment
- 2–3+ years handling mission-critical technical escalations
- Proven ability to partner with senior leaders, executives, and internal engineers
- Ability to synthesize complex technical root causes into clear business-impact communication
- Deep proficiency in Windows, including Registry, PowerShell, Credential Manager, and Event Logging
- Active Directory expertise
- Experience with Sysinternals, Wireshark, and XPath
- Methodical, systematic, evidence-based troubleshooting approach
- Ability to isolate variables and replicate edge cases
- Mentoring and technical documentation ability
- Fluent spoken and written English
- Located in and authorized to work in Mexico
Benefits
Comp & perks- Remote work within Mexico
- On-call rotation participation
- Professional growth and opportunity to expand into RADIUS, SSO/SCIM, and AI features
- Supportive, collaborative work environment
- Equal opportunity employment