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

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.

About the Role

As a Customer Support Engineer - Tier 1, you will be responsible for providing world-class technical support to JumpCloud’s customers. We are looking for a highly technical self-starter who is driven to exceed customer expectations across JumpCloud’s various support channels. This position will resolve high-priority and mission-critical customer issues in a fast-paced environment. You will apply your technical knowledge to resolve customer issues and regularly interface across Support and Engineering to ensure the timely resolution of defects.

What You’ll Be Doing

• Provide technical support, troubleshooting, and issue resolution to customers via email, telephone, chat, or remote web sessions.
• Manage a queue of support tickets for high-priority and complex technical issues.
• Reproduce issues in-house and respond to customers in a timely manner.
• Collaborate with peers, escalation points, mentors, knowledge bases, community forums, and other internal tools to provide effective solutions.
• Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date.
• Maintain a comprehensive technical understanding of the entire JumpCloud Platform.
• Collaborate with Account Managers and Implementation Engineers to ensure smooth onboarding for new customers.
• Develop and maintain internal knowledge base articles to expand shared team knowledge.
• Collaborate with peers on projects aimed at improving customer and support engineer experiences.

Qualifications

• Minimum of 1 year of experience in a technical, customer-facing position, preferably in a SaaS environment.
• Minimum of 1 year of experience working with mission-critical customer issues and technical escalations.
• In-depth knowledge of the macOS platform (FileVault, Keychain, Apple MDM + DEP, and overall system management).
• Experience with Directory Services (Google Workspace, Okta, LDAP).
• Familiarity with iOS Management, Software Management (VPP), and REST APIs.
• Experience with user onboarding and offboarding workflows and information security best practices.
• Excellent interpersonal, oral, and written communication skills in English.
• Passion for learning new technologies and thriving in a rapidly changing environment.

Preferred Qualifications

• Knowledge of core Linux concepts (SSH, UID/GID management, PAM, package managers like Yum, RPM, Apt).
• Experience supporting and troubleshooting Linux distributions (Ubuntu, Debian, RHEL, CentOS).
• Experience providing live chat support to technical customers and stakeholders.
• Scripting skills.
• Experience using AI tools or prompt engineering to enhance productivity.
• Proven track record of full-time remote working and self-motivated productivity.

Shift & Work Requirements

• Shift scheduled for 9:00–18:00 MDT, Monday through Friday.
• Flexibility to work occasional weekends as required.
• Participation in on-call shifts to ensure alerts are addressed promptly.
• Must be located in and authorized to work in Mexico.