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

Location: Remote from Mexico City, Mexico; candidates must be located in and authorized to work in Mexico. Working hours are 9:00–18:00 MDT, Monday–Friday, with occasional weekend work and on-call shifts as assigned.

Company

Develops an intelligent and secure IT platform for managing devices, users, and access.

What you will do

• Provide technical support, troubleshooting, and issue resolution through email, telephone, chat, and remote web sessions.
• Manage high-priority and complex support tickets, reproduce issues, and resolve customer escalations.
• Collaborate with Support, Engineering, Product, Learning, Account Management, and Implementation teams.
• Maintain technical knowledge of the platform and create internal knowledge base articles.
• Contribute to projects that improve customer and support engineer experiences.

Requirements

• At least 1 year of experience in a technical, customer-facing role, preferably in a SaaS environment.
• At least 1 year of experience handling mission-critical customer issues and technical escalations.
• In-depth knowledge of macOS, including FileVault, Keychain, Apple MDM, DEP, and system management.
• Experience with directory services such as Google Workspace, Okta, and LDAP, plus iOS management, VPP, REST APIs, user onboarding and offboarding, and information security best practices.
• Strong interpersonal, oral, and written communication skills, with the ability to work collaboratively in a changing environment.
• Must be located in and authorized to work in Mexico.

Nice to have

• Linux concepts and distributions including Ubuntu, Debian, RHEL, or CentOS.
• Technical customer live-chat support, scripting, and AI prompt engineering.
• Experience working remotely and maintaining self-motivated productivity.

Culture & Benefits

• Fully remote work environment.
• Collaborative work with peers, mentors, escalation points, and cross-functional teams.
• Opportunities to learn new technologies and contribute to shared technical knowledge.
• Participation in scheduled on-call shifts with occasional weekend coverage.