Provide Tier 1 technical support for JumpCloud customers through email, phone, chat, and remote sessions. Troubleshoot and reproduce complex or mission-critical issues, manage support tickets, collaborate with Engineering, Product, Account Management, and Implementation teams, and maintain technical knowledge-base content. The role requires strong macOS, MDM, directory services, iOS management, software management, REST API, and customer escalation experience. It is fully remote in Mexico, with an MDT weekday shift, occasional weekend work, and on-call participation.

Provide advanced technical support for Windows and Active Directory integrations in a SaaS environment. Troubleshoot complex escalations using logs, network traces, memory dumps, and structured issue reproduction. Communicate with executives and enterprise customers, coordinate with engineering and product teams, document troubleshooting methods, mentor peers, and participate in on-call incident response.