Customer Support Engineer, Tier 2 - Mexico

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.

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