Tier 1 Customer Support Engineer, Windows - Mexico

Mexico City, Mexico - Remote / Guadalajara, Mexico - Remote / Monterrey, Mexico - Remote / Puebla, Mexico - Remote
Customer Success /
Full Time /
All roles at JumpCloud are Remote unless otherwise specified in the Job Description.

About JumpCloud
JumpCloud® helps IT teams and Managed Service Providers (MSPs) Make Work Happen® by centralizing management of user identities and devices, enabling small and medium-sized enterprises to adopt Zero Trust security models. JumpCloud has been used by more than 200,000 organizations, including GoFundMe, Grab, ClassPass, Beyond Finance, and Foursquare. JumpCloud has raised over $400M from world-class investors including Sapphire Ventures, General Atlantic, Sands Capital, Atlassian, and CrowdStrike. Our teams are growing fast, too, and we're looking for talent across engineering, sales, customer success, marketing, product management, and more. Join our team of dedicated, passionate, and creative people who are eager to change the IT industry forever.

About the Role:
As a Technical Support Engineer - Tier 1 you will be responsible for providing world-class technical support to JumpCloud’s customers. We are looking for a highly technical self-starter that is driven to exceed customer expectations across JumpCloud’s various support channels.  This position will resolve high priority and mission critical customer issues in a fast-paced environment. As a Technical Support Engineer- Tier 1 you will apply your technical knowledge to resolve customer issues, and regularly interface across Support and Engineering to ensure the timely resolution of defects.  


    • Provide technical support, troubleshooting and issue resolution to our 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, our knowledge base, community forums and other internal tools to provide the most effective, world-class solutions for our customers.
    • Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date
    • Maintain a technical understanding of the entire JumpCloud Platform 
    • Collaborate with Account Manager and Implementation Engineers to ensure the success of our new customers as they transition into the day to day use of our product
    • Develop and maintain internal knowledge base articles to increase shared knowledge among the entire support engineering team
    • Collaborate with peers on projects aimed at improving the customer and support engineer experiences
    • On-call rotation required. Duties include monitoring of status updates and external customer responses to incoming cases during outage.


    • Minimum of 3-5 years of system administrator experience in a technical, customer-facing position, preferably in a SaaS environment.
    • Minimum of 3 years of experience working with mission critical customer issues and customer and technical escalations
    • Proficient level of oral and written English communication skills (This role provides phone and chat support to external customers).
    • In-depth knowledge of the Windows platform - Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience

Examples of Skills, Knowledge And Experience needed to be successful in this role:

    • Setting up an Active Directory Instance.
    • Setting up a SSO connector between an Identity Provider and a Service Provider.
    • Creating a Powershell script to automate a task.
    • Analyzing a HAR file. 
    • Providing phone and chat support to external English speaking customers.

Preferred Experience:

    • Providing live chat to technical customers & technology stakeholders
    • Non-Windows Directory Services (G Suite, AWS, LDAP)
    • Networking & Authentication (RADIUS)
    • REST APIs
    • Scripting(Powershell, CMD, BASH)
    • Full-time remote working and self-motivated productivity.
    • Using macOS hardware as your primary work-device.

Available shifts for this opportunity:

    • Schedule: Monday - Friday, Hours: 10:00 - 19:00 US MT (UTC-6)


Where you’ll be working/Location:
JumpCloud is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description.

You must be located in and authorized to work in the country noted in the job description to be considered for this role. 

Please note: There is an expectation that our engineers participate in on-call shifts. You will be expected commit to being ready and able to respond during your assigned shift, so that alerts don't go unaddressed.

JumpCloud has teams in 15+ countries around the world and conducts our internal business in English. The interview and any additional screening process will take place primarily in English. To be considered for a role at JumpCloud, you will be required to speak and write in English fluently.  Any additional language requirements will be included in the details of the job description.

Why JumpCloud?  
If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you! JumpCloud is an incredible place to share and grow your expertise! You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.  
One of JumpCloud's three core values is to “Build Connections.” To us that means creating " human connection with each other regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc. We care deeply about the people that we work with and want to see everyone succeed." - Rajat Bhargava, CEO
Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud.  Please note JumpCloud is not accepting third party resumes at this time.   
JumpCloud is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. 
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