Customer Support Engineer, Tier 2
New
J
JumpCloudIT Management Platform
Mexico City, Mexico - RemoteFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 7+ years
- Required Skills
- SaaS
Requirements
- 7+ years in a technical, customer-facing SaaS environment.
- 2–3+ years of specific experience handling mission-critical technical escalations.
- Proven ability to partner with senior leaders, executives, and internal engineers.
- Deep proficiency in the Windows platform (Registry, PowerShell, Credential Manager, Event Logging).
- Expertise in Active Directory.
- Experience with advanced diagnostic tools such as Sysinternals, Wireshark, and XPath.
- Methodical approach to evidence-based troubleshooting and variable isolation.
- Strong documentation and mentoring skills.
- Ability to communicate complex technical issues to non-technical stakeholders like CIOs/CISOs.
- Desire to expand expertise into RADIUS, SSO, SAML, SCIM, and AI features.
Responsibilities
- Serve as a senior technical point of contact for executive, VIP, and C-suite stakeholders.
- Manage large-scale commercial and enterprise customer relationships.
- Provide technical support and issue resolution via email, telephone, chat, or remote web session.
- Manage a queue of support tickets for high-priority and complex technical issues.
- Leverage evidence-based troubleshooting including log analysis, network traces, and memory dumps.
- Reproduce issues in-house through structured testing to identify root causes.
- Collaborate with peers and internal engineering teams to provide high-quality escalations.
- Collaborate with Product and Learning teams to provide technical feedback.
- Develop and maintain internal knowledge base articles.
- Participate in required on-call rotations.
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