Customer Support Engineer, Tier 1 (MacOS and MDM) - Mexico

Team: Customer Support Engineering

Location: Mexico City, Mexico - Remote

Commitment: Full Time

Workplace Type: remote

About JumpCloud®

JumpCloud is Intelligent, Secure IT.

About the Role:

As a Customer Support Engineer - Tier 1 you will be responsible for providing world-class technical support to JumpCloud’s customers. We are looking for a highly technical self-starter that is driven to exceed customer expectations across JumpCloud’s various support channels. This position will resolve high priority and mission critical customer issues in a fast-paced environment. As a Technical Support Engineer- Tier 1 you will apply your technical knowledge to resolve customer issues, and regularly interface across Support and Engineering to ensure the timely resolution of defects. 

What You’ll Be Doing:

Provide technical support, troubleshooting and issue resolution to our 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, our knowledge base, community forums and other internal tools to provide the most effective, world-class solutions for our customers.

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 the success of our new customers as they transition into the day to day use of our product.

Develop and maintain internal knowledge base articles to increase shared knowledge among the entire support engineering team.

Collaborate with peers on projects aimed at improving the customer and support engineer experiences.

Were 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.

Additional Preferred Experience:

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.

Shift Requirements:

• Shift scheduled for 9:00-18:00 MDT Monday-Friday

• Open to work some weekends when is required.

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