[Remote] Technical Support Engineer, Tier 2 and Partner Support - Mexico at JumpCloud

Guadalajara, Jalisco, Mexico

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, IT Services, Cloud ComputingIndustries

Requirements

Minimum of 5 years experience in a technical, customer-facing position, preferably in a SaaS environment
Minimum of 1 year experience working with mission critical customer issues and customer and technical escalations
Excellent interpersonal communication
Passion for learning new technologies and understanding how to utilize them in a customer-facing environment
Ability to thrive in a rapidly changing environment
Strong oral and written communication skills
A logical approach to problem solving
Understanding of the following concepts, with SME level understanding in one or more areas: In-depth knowledge of the Windows platform (text cuts off, but implies related technical expertise such as RADIUS, Active Directory, SSO (SAML, SCIM, OIDC), and device management)
Core hours 7am to 4pm MST with some flexibility
Highly technical self-starter driven to exceed customer expectations

Responsibilities

Resolve complex and urgent technical issues and customer escalations through email, phone, and chat interactions
Provide dedicated support to a subset of JumpCloud's largest and most strategic partners
Manage a queue of support tickets for high priority and complex technical issues
Provide mentoring and coaching to Tier 1 Technical Support Engineers
Partner with Engineering to drive resolution of critical issues, outages, and defects
Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date
Maintain a deep technical understanding of the entire JumpCloud Platform while serving as an SME in the areas of Windows, RADIUS, Active Directory, SSO (SAML, SCIM, OIDC), and all things device management
Collaborate with Account Manager and Implementation Engineers to ensure the success of new customers as they transition into the day to day use of the 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
Participate in regular standups and case reviews with partners as needed
Partner with other POD members across CSM and Professional Services
Maintain detailed account and case notes to ensure proactive communication with partners
Support direct customers, escalations, and other CSEs as necessary

Skills

Key technologies and capabilities for this role

Technical SupportTroubleshootingCustomer EscalationsEmail SupportPhone SupportChat SupportTicket ManagementMentoringIdentity ManagementDevice ManagementWindowsmacOSLinuxAndroid

Questions & Answers

Common questions about this position

Is this Technical Support Engineer role remote?

Yes, all roles at JumpCloud are remote unless otherwise specified in the job description.

What are the core working hours for this position?

The core hours are 7am to 4pm MST, with some flexibility required at times to support customer initiatives.

What technical skills are required for this role?

The role requires deep technical knowledge of the JumpCloud Platform, serving as a SME in Windows, RADIUS, Active Directory, SSO (SAML, SCIM, ODIC), and device management.

What does a successful candidate look like for this position?

JumpCloud seeks a highly technical self-starter driven to exceed customer expectations, with strong technical and relationship-building skills to resolve complex issues and mentor Tier 1 engineers.

What salary or compensation does this role offer?

This information is not specified in the job description.

JumpCloud

Cloud-based identity and access management services

About JumpCloud

JumpCloud offers cloud-based directory services that help businesses manage user identities and access to IT resources like applications, networks, and devices from a single platform. It serves a variety of clients, including small and medium-sized businesses and larger enterprises, particularly in sectors that require strong IT security. The company operates on a subscription model with different service tiers, allowing clients to choose features that fit their needs and budgets. JumpCloud's goal is to simplify identity management and access control, enhancing security and operational efficiency for its users.

Louisville, ColoradoHeadquarters

2012Year Founded

$371.3MTotal Funding

SERIES_FCompany Stage

Enterprise Software, CybersecurityIndustries

501-1,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

401(k) Company Match

Remote Work Options

Risks

Increased competition from established IAM providers like Okta and Microsoft.

Rapid technological advancements may strain JumpCloud's resources to keep up.

Economic uncertainties could impact spending on IAM solutions, affecting revenue.

Differentiation

JumpCloud offers a unified platform for identity and device management.

The company provides Zero Trust security models for remote and hybrid work environments.

JumpCloud's SaaS Management capabilities address the rising importance of cloud-based applications.

Upsides

The global IAM market is projected to grow at a CAGR of 13.1% until 2030.

Increased demand for Zero Trust models aligns with JumpCloud's offerings.

Growing need for SME cybersecurity solutions supports JumpCloud's market presence.

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