Customer Support Engineer, Tier 2 - Mexico

All roles at JumpCloud® are Remote unless otherwise specified in the Job Description. About JumpCloud® 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. We 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. JumpCloud is Intelligent, Secure IT. About the Role: As a Tier 2 Customer Support Engineering specializing in Windows and Active Directory, you serve as subject matter expert bridging deep technical troubleshooting and executive-level customer communication. In this role, you will solve high-complexity identity and directory integration escalations that directly impact enterprise customers’ core IT infrastructure. We are seeking an engineer who is eager to expand their impact by learning to support broader platform capabilities, including RADIUS, SSO/SMAL/SCIM, and our cutting-edge AI features. Roles and Responsibilities : 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 our 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. Ensure every escalation is backed by a defensible technical diagnosis based on captured evidence and thorough preliminary research. 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 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, specifically 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. On-call rotation required. Duties include monitoring of status updates and external customer responses to incoming cases during outages, maintaining clear communication with stakeholders throughout the incident lifecycle. What You Bring : Experience: 7+ years in a technical, customer-facing SaaS environment, with 2–3+ years of specific experience handling mission-critical technical escalations. Executive & VIP Engagement: Proven ability to partner with senior leaders, executives, and internal engineers. You excel at synthesizing complex technical root causes—such as authentication failures or GPO conflicts—into clear, business-impact communication for non-technical stakeholders (CIOs/CISOs). Windows & AD Expertise: Deep proficiency in the Windows platform (Registry, PowerShell, Credential Manager, Event Logging) and Active Directory. You are comfortable utilizing advanced diagnostic tools (Sysinternals, Wireshark, XPath) and have a strong desire to expand into new technologies like RADIUS, SSO, and AI features. Evidence-Based Troubleshooting: A methodical, systematic approach to resolution. You isolate variables and replicate edge cases to build defensible diagnoses, ensuring permanent solutions rather than relying on workarounds. Soft Skills & Mentorship: A teaching instinct. You mentor peers, document complex workflows for the broader team, and exercise excellent judgment when setting escalation boundaries—ensuring customers feel supported even when a direct fix is outside of scope. #LI-JR1 Where you’ll be working/Location: JumpCloud® is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description. You must be located in and authorized to work in the country noted in the job description to be considered for this role. Please note: There is an expectation that our engineers participate in on-call shifts. You will be expected commit to being ready and able to respond during your assigned shift, so that alerts don’t go unaddressed. Language: JumpCloud® has teams in 15+ countries around the world and conducts our internal business in English. The interview and any additional screening process will take place primarily in English. To be considered for a role at JumpCloud®, you will be required to speak and write in English fluently. Any additional language requirements will be included in the details of the job description. Why JumpCloud ® ? If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you! JumpCloud® is an incredible place to share and grow your expertise! You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about. One of JumpCloud®’s three core values is to “Build Connections.” To us that means creating “ human connection with each other regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc. We care deeply about the people that we work with and want to see everyone succeed.”