Customer Support Engineer, Tier 1 (MacOS and MDM) - Mexico
Job description
A remote technical support role at JumpCloud providing troubleshooting and issue resolution to customers via email, phone, chat or remote sessions. The role focuses on managing complex support tickets and collaborating with internal teams to deliver world-class customer solutions.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote
- Languages
- English – fluent
What you'll do
- Provide technical support, troubleshooting and issue resolution to 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, knowledge base, community forums and other internal tools to provide effective solutions
- 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 success of new customers transitioning to day-to-day product use
- Develop and maintain internal knowledge base articles
- Collaborate with peers on projects aimed at improving the customer and support engineer experiences
- Participate in on-call shifts and be ready to respond during assigned shifts
What we're looking for
- Minimum of 1 year of experience in a technical, customer-facing position, preferably in a SaaS environment
- Minimum of 1 year of experience working with mission critical customer issues and customer and technical escalations
- Excellent interpersonal communication
- Strong oral and written communication skills
- In-depth knowledge of the macOS platform - FileVault, Keychain, Apple Mobile Device Management (MDM) + DEP, and overall system management
- Directory Services (Google Workspace (GWS), Okta, LDAP)
- IOS Management
- Software Management (VPP)
- REST APIs
- User onboarding and offboarding
- Information security best practices
- Passion for learning new technologies
- Enthusiasm for collaborative working
- Ability to thrive in a rapidly changing environment
Nice to have
- Knowledge of core Linux concepts such as Secure Shell (SSH), User Identifier (UID) and Group Identifier (GID) management, Pluggable Authentication Modules (PAM), pkg management (Yum, RPM, Apt, etc.)
- Experience supporting and troubleshooting one or more Linux distros: Ubuntu, Debian, RHEL, or CentOS
- Providing live chat to technical customers & technology stakeholders
- Scripting
- Using AI to enhance your productivity
- AI Prompt Engineering skills
- Full-time remote working and self-motivated productivity
Your team
Support Engineering
Apply
About JumpCloud
Intelligent, Secure IT.
JumpCloud is the AI-powered unified IT management platform designed to secure the modern workforce. By consolidating identity, device, and access management, JumpCloud provides intelligent, secure IT that scales from human users to autonomous AI agents.
Mission
To help organizations around the globe eliminate complexity and turn AI risk into an optimized advantage, ensuring the right people and agents have secure access to the right resources at all times.
Key facts
- IT management platform / SaaS
- Teams in 15+ countries around the world
- Conducts internal business in English
- Remote First company
- One of three core values is to "Build Connections"
What they value
- Build Connections