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обновлено 4 дня назад

Customer Support Engineer, Tier 1 Windows - Mexico (SaaS)

Формат работы
remote (только Mexico)
Тип работы
fulltime
Грейд
junior
Английский
b2
Страна
Mexico
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Описание вакансии

Текст:
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TL;DR
Customer Support Engineer, Tier 1 Windows - Mexico (SaaS): Providing technical support and resolving customer issues across the JumpCloud platform with an accent on Windows troubleshooting, SSO configuration, networking, and customer escalations. Focus on reproducing complex issues, managing high-priority support queues, maintaining knowledge resources, and responding during on-call outage shifts.

Location: Remote from Mexico City, Mexico; must be located in and authorized to work in Mexico. Monday-Friday shift: 11:00-20:00 CST. Participation in an on-call rotation is required.

Company

hirify.global provides intelligent and secure IT management through its SaaS platform.

What you will do

  • Provide technical support, troubleshooting, and issue resolution through email, phone, chat, and remote sessions.
  • Manage high-priority and complex technical support tickets, reproduce issues, and communicate timely solutions.
  • Collaborate with peers, escalation points, Product, Learning, Account Management, and Implementation Engineering teams.
  • Maintain technical knowledge of the hirify.global platform and create internal knowledge base articles.
  • Support customer education initiatives and projects that improve customer and support engineer experiences.
  • Monitor status updates and respond to customer cases during assigned on-call outage shifts.

Requirements

  • At least 3 years of experience in a technical, customer-facing role, preferably in a SaaS environment.
  • At least 2 years of experience handling mission-critical customer issues and technical escalations.
  • Experience configuring and troubleshooting SAML, SCIM, and RADIUS.
  • General networking knowledge and understanding of user onboarding, offboarding, and information security best practices.
  • Excellent interpersonal, oral, and written communication skills.
  • Ability to learn new technologies, collaborate effectively, and work in a rapidly changing environment.

Nice to have

  • Experience with G Suite, AWS, LDAP, REST APIs, PowerShell, CMD, or Bash.
  • AI productivity and prompt engineering skills.
  • Experience working remotely with self-motivated productivity.
  • Experience using macOS hardware as a primary work device.

Culture & Benefits

  • Fully remote work arrangement.
  • Collaboration with support, product, learning, account management, and implementation teams.
  • Participation in projects focused on improving customer and support engineer experiences.
  • On-call rotation with assigned coverage for outages.

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