{"id":1241767,"url":"https://alion.io/job/jump-cloud-customer-support-engineer-tier-1-macos-and-mdm-mexico","title":"Customer Support Engineer, Tier 1 (MacOS and MDM) - Mexico","company":{"id":2492,"name":"JumpCloud","domain":"jumpcloud.com","url":"https://alion.io/company/jump-cloud","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":35,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Enterprise Apps","role_family":"Enterprise Apps","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Mexico City, Mexico"],"countries":["MX"],"hiring_countries":["MX"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Workspace","optional":false},{"name":"LDAP","optional":false},{"name":"Okta","optional":false},{"name":"Rest API","optional":false},{"name":"CentOS Stream","optional":true},{"name":"Debian","optional":true},{"name":"Linux","optional":true},{"name":"Prompt Engineering","optional":true},{"name":"Ubuntu","optional":true}],"status":"closed","first_seen_at":"2026-08-31T23:05:33Z","employer_posted_date":"2026-08-31","last_verified_at":"2026-10-09T21:42:43Z","board_verified":false,"closed_at":"2026-10-09T21:42:43Z","days_open":38,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":37},"description":"What You’ll Be Doing:\nProvide technical support, troubleshooting and issue resolution to our customers via email, telephone, chat or remote web session.\n\nManage a queue of support tickets for high priority and complex technical issues.\n\nReproduce issues in-house and respond to customers in a timely manner.\n\nCollaborate with peers, escalation points, mentors, our knowledge base, community forums and other internal tools to provide the most effective, world-class solutions for our customers.\n\nCollaborate with Product and Learning teams to ensure customer education programs are accurate and up to date.\n\nMaintain a technical understanding of the entire JumpCloud Platform.\n\nCollaborate with Account Manager and Implementation Engineers to ensure the success of our new customers as they transition into the day to day use of our product.\n\nDevelop and maintain internal knowledge base articles to increase shared knowledge among the entire support engineering team.\n\nCollaborate with peers on projects aimed at improving the customer and support engineer experiences.\n\nWe're looking for:\nMinimum of 1 year of experience in a technical, customer-facing position, preferably in a SaaS environment.\n\nMinimum of 1 year of experience working with mission critical customer issues and customer and technical escalations.\n\nExcellent interpersonal communication.\n\nStrong oral and written communication skills.\n\nIn-depth knowledge of the macOS platform - FileVault, Keychain, Apple Mobile Device Management (MDM) + DEP, and overall system management.\n\nDirectory Services (Google Workspace (GWS), Okta, LDAP).\n\niOS Management.\n\nSoftware Management (VPP).\n\nREST APIs\n\nUser onboarding and offboarding.\n\nInformation security best practices.\n\nPassion for learning new technologies.\n\nEnthusiasm for collaborative working.\n\nAbility to thrive in a rapidly changing environment.\n\nAdditional Preferred Experience:\nKnowledge of core Linux concepts such as Secure Shell (SSH), User Identifier (UID) and Group Identifier (GID) management, Pluggable Authentication Modules (PAM), pkg management (Yum, RPM, Apt, etc.).\n\nExperience supporting and troubleshooting one or more Linux distros: Ubuntu, Debian, RHEL, or CentOS.\n\nProviding live chat to technical customers & technology stakeholders.\n\nScripting.\n\nUsing AI to enhance your productivity.\n\nAI Prompt Engineering skills.\n\nFull-time remote working and self-motivated productivity.\n\nShift Requirements:\nShift scheduled for 9:00-18:00 MDT Monday-Friday\n\nOpen to work some weekends when is required.","description_format":"text","description_chars":2529,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Mexico","iso":"MX","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Identity Management"],"lifecycle":[{"event":"open","at":"2026-09-25T16:52:58Z"},{"event":"close","at":"2026-09-28T15:43:23Z"},{"event":"reopen","at":"2026-09-29T23:53:29Z"},{"event":"close","at":"2026-10-09T21:42:43Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/jump-cloud-customer-support-engineer-tier-1-macos-and-mdm-mexico","json_url":"https://alion.io/job/jump-cloud-customer-support-engineer-tier-1-macos-and-mdm-mexico.json","meta":{"generated_at":"2026-10-19T22:33:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1478,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2492},"rest":"https://alion.io/mcp/rest/get_company?id=2492"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fjump-cloud-customer-support-engineer-tier-1-macos-and-mdm-mexico"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fjump-cloud-customer-support-engineer-tier-1-macos-and-mdm-mexico"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fjump-cloud-customer-support-engineer-tier-1-macos-and-mdm-mexico"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/jump-cloud-customer-support-engineer-tier-1-macos-and-mdm-mexico\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fjump-cloud-customer-support-engineer-tier-1-macos-and-mdm-mexico"}]}