Customer Support Engineer, Tier 2 - Remote

Overview

The Customer Support Engineer, Tier 2 role at JumpCloud® involves providing world-class technical support to customers, focusing on resolving high priority and mission-critical issues in a fast-paced environment.

In Short

• Provide technical support via email, phone, chat, or remote sessions.
• Manage a queue of support tickets for complex technical issues.
• Reproduce issues in-house and respond to customers promptly.
• Collaborate with peers and internal tools for effective solutions.
• Maintain technical understanding of the JumpCloud Platform.
• Develop internal knowledge base articles.
• Participate in on-call rotation for monitoring status updates.
• Work with Product and Learning teams for customer education.
• Ensure customer success during product transition.
• Thrive in a rapidly changing environment.

Requirements

• 5+ years in a technical, customer-facing role, preferably in SaaS.
• 2+ years handling mission-critical customer issues.
• Excellent interpersonal and communication skills.
• In-depth knowledge of Windows platform and Active Directory.
• Experience with Single Sign-on configuration and troubleshooting.
• Understanding of information security best practices.
• Passion for learning new technologies.
• Enthusiasm for collaborative working.
• Ability to adapt in a fast-paced environment.

Benefits

• Work remotely from anywhere in Mexico.
• Collaborative work environment.
• Opportunities for professional growth.
• Engagement with cutting-edge technologies.
• Supportive team culture.