Customer Support Engineer, Tier 1 (MacOS and MDM) - Mexico
Core
Provide Tier 1 technical support and issue resolution for JumpCloud's macOS and MDM platform to global customers.
Role type
Tier 1 Customer Support Engineer (SaaS)
Builds
Customer support solutions for identity and device management platform
Domain
IT Management / SaaS / macOS & MDM
Deliverable
client delivery
Required skills
macOS system management, Apple MDM & DEP, Directory Services (Google Workspace, Okta, LDAP), iOS management, VPP, REST APIs, user onboarding/offboarding, information security best practices
Preferred skills
Linux concepts (SSH, UID/GID, PAM), Linux distro support (Ubuntu, Debian, RHEL, CentOS), scripting, AI prompt engineering
Technologies
JumpCloud Platform, macOS, iOS, Google Workspace, Okta, LDAP, VPP, SSH, Yum, RPM, Apt
Responsibilities
Resolve high-priority and mission-critical customer issues via email, phone, chat, or remote sessions; reproduce issues in-house; collaborate with engineering to resolve defects; maintain technical understanding of the entire platform; develop internal knowledge base articles
Seniority
Junior to Mid-level, hands-on IC
