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Customer Support Engineer, Tier 2 - Mexico
Contract type
Ongoing
Work mode
Remote
Experience
Senior · 7+ years
Job description
Tier 2 Customer Support Engineer specializing in Windows and Active Directory, serving as a subject matter expert for high-complexity identity and directory integration escalations for enterprise customers. The role bridges deep technical troubleshooting with executive-level customer communication.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote
- Languages
- English – fluent
What you'll do
- Serve as a senior technical point of contact for executive, VIP, and C-suite stakeholders, driving clear and transparent communication throughout high-pressure incidents and complex customer escalations.
- Manage large-scale commercial and enterprise customer relationships by providing high-level technical guidance to senior leaders and engineers, ensuring complex issues are understood and addressed at a business-impact level.
- Provide technical support, troubleshooting, and issue resolution to customers via email, telephone, chat, or remote web session, applying deep technical analysis to complex Windows and Active Directory integration challenges.
- Manage a queue of support tickets for high-priority and complex technical issues, leveraging evidence-based troubleshooting—such as log analysis (XPath, event logs), network traces (Wireshark, pktmon), and memory dumps—to identify root causes beyond surface-level symptoms.
- Reproduce issues in-house through structured testing and variable isolation to prove technical theories, ensuring fixes are robust and not reliant on temporary workarounds.
- Collaborate with peers, escalation points, and internal engineering teams to provide clear, high-quality escalations backed by a defensible technical diagnosis.
- Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date, providing technical feedback based on recurring troubleshooting trends.
- Maintain a deep technical understanding of the entire JumpCloud Platform and its integration with Windows/AD environments.
- Collaborate with Account Managers, Customer Success Managers, and Implementation Engineers to ensure the success of new customers as they transition into day-to-day use of the product.
- Develop and maintain internal knowledge base articles, focusing on documenting complex troubleshooting methodologies and how-to guides for advanced diagnostic tools.
- Collaborate with peers on projects aimed at improving the customer and support engineer experiences by optimizing diagnostic workflows and internal tooling.
- Participate in on-call rotation, monitoring status updates and external customer responses to incoming cases during outages and maintaining clear communication with stakeholders throughout the incident lifecycle.
What we're looking for
- 7+ years in a technical, customer-facing SaaS environment, with 2–3+ years of specific experience handling mission-critical technical escalations.
- Proven ability to partner with senior leaders, executives, and internal engineers, synthesizing complex technical root causes—such as authentication failures or GPO conflicts—into clear, business-impact communication for non-technical stakeholders (CIOs/CISOs).
- Deep proficiency in the Windows platform (Registry, PowerShell, Credential Manager, Event Logging) and Active Directory.
- Comfort utilizing advanced diagnostic tools (Sysinternals, Wireshark, XPath) and a strong desire to expand into new technologies like RADIUS, SSO, and AI features.
- A methodical, systematic approach to resolution: isolate variables and replicate edge cases to build defensible diagnoses, ensuring permanent solutions rather than relying on workarounds.
- A teaching instinct: mentor peers, document complex workflows for the broader team, and exercise excellent judgment when setting escalation boundaries.
- You must be located in and authorized to work in the country noted in the job description.
- You will be required to speak and write in English fluently.
Your team
Customer Support Engineering
How to get hired
- 1The interview and any additional screening process will take place primarily in English.
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
- Remote First company
- Has teams in 15+ countries around the world
- Conducts internal business in English
- Three core values, one of which is 'Build Connections'
What they value
- Build Connections