Customer Support Engineer, Tier 1 Windows - Mexico
Core
Provide Tier 1 technical support and troubleshooting for JumpCloud's AI-powered unified IT management platform, resolving high-priority customer issues across email, chat, and remote sessions.
Role type
Tier 1 Customer Support Engineer (SaaS)
Builds
Customer support resolution and knowledge base articles for JumpCloud's identity and device management platform
Domain
IT Management / Identity & Access Management (IAM)
Deliverable
client delivery
Required skills
SAML/SCIM configuration, RADIUS configuration, networking fundamentals, user onboarding/offboarding, information security best practices
Preferred skills
Non-Windows directory services (G Suite, AWS, LDAP), REST APIs, PowerShell/BASH scripting, AI prompt engineering, macOS hardware usage
Technologies
JumpCloud Platform, SAML, SCIM, RADIUS, G Suite, AWS, LDAP, PowerShell, CMD, BASH
Responsibilities
Troubleshoot and resolve high-priority customer technical issues via multiple channels; Reproduce issues in-house; Collaborate with engineering and product teams; Maintain technical understanding of the entire platform; Develop internal knowledge base articles; Manage on-call rotation for outages.
