Customer Support Engineer, Tier 2 - Mexico
Core
Senior technical support engineer specializing in high-complexity identity and directory integration escalations for enterprise customers, bridging deep troubleshooting with executive-level communication.
Role type
Senior IC Customer Support Engineer (Windows/Active Directory)
Builds
AI-powered unified IT management platform (JumpCloud)
Domain
IT Management / Identity & Access Management / Enterprise Software
Deliverable
client delivery
Required skills
Windows platform expertise, Active Directory administration, evidence-based troubleshooting, log analysis, network trace analysis, memory dump analysis, PowerShell, executive communication, incident management, knowledge base documentation
Preferred skills
RADIUS, SSO/SMAL/SCIM, AI features, Sysinternals tools, Wireshark, XPath, mentoring peers
Technologies
JumpCloud Platform, Windows, Active Directory, PowerShell, Wireshark, Sysinternals, XPath
Responsibilities
Serve as senior technical point of contact for executive and C-suite stakeholders during high-pressure incidents; manage high-priority support tickets involving complex Windows/AD integration challenges; reproduce issues in-house through structured testing to prove technical theories; collaborate with internal engineering teams to provide defensible technical diagnoses; develop and maintain internal knowledge base articles for advanced diagnostic tools; participate in on-call rotation for monitoring status updates and communicating during outages.
Seniority
Senior, hands-on IC
