Customer Support Engineer, Tier 2 - Mexico

Role overview This is a senior Tier 2 Customer Support Engineering role focused on Windows and Active Directory within a unified IT management platform. The position bridges deep technical troubleshooting of identity and directory integration issues with executive-level customer communication for enterprise clients. The selected engineer will resolve high-complexity escalations impacting core IT infrastructure while progressively broadening coverage to adjacent platform capabilities such as RADIUS, SSO, SCIM, and AI-driven features.

Responsibilities - Act as the senior technical point of contact for executive, VIP, and C-suite stakeholders during high-pressure incidents, driving clear and transparent communication throughout the incident lifecycle. - Manage relationships with large-scale commercial and enterprise customers, providing high-level technical guidance that frames complex issues in terms of business impact for senior leaders and engineers. - Deliver technical support through email, telephone, chat, and remote web sessions, applying deep technical analysis to complex Windows and Active Directory integration challenges. - Maintain a queue of high-priority and complex tickets, using evidence-based troubleshooting such as log analysis (XPath, event logs), network traces (Wireshark, pktmon), and memory dump inspection to identify true root causes. - Reproduce issues in-house through structured testing and variable isolation, validating fixes rather than relying on temporary workarounds, and documenting reproducible findings. - Collaborate with escalation points and internal engineering teams to deliver defensible technical escalations backed by captured evidence and preliminary research. - Partner with product, learning, customer success, and implementation teams to support onboarding, refine customer education programs, and feed recurring troubleshooting trends back into product improvements. - Contribute to internal knowledge base articles and peer-led projects that improve diagnostic workflows and the day-to-day experience of the broader support engineering team. - Participate in an on-call rotation, monitoring status updates and external customer responses during outages and maintaining stakeholder communication throughout incidents.

Requirements - 7+ years of experience in a technical, customer-facing SaaS environment, including 2–3+ years handling mission-critical technical escalations. - Demonstrated ability to engage executive and VIP stakeholders, translating complex technical root causes such as authentication failures or GPO conflicts into clear, business-impact language for non-technical audiences including CIOs and CISOs. - Deep proficiency with the Windows platform (Registry, PowerShell, Credential Manager, Event Logging) and Active Directory, including comfort with advanced diagnostic tools such as Sysinternals, Wireshark, and XPath. - A methodical, evidence-based approach to troubleshooting that isolates variables, replicates edge cases, and produces defensible diagnoses leading to permanent fixes. - Strong written and verbal communication skills in English, with the judgment to set clear escalation boundaries while keeping customers feeling supported. - A teaching and mentorship instinct, with experience documenting complex troubleshooting methodologies for peers and contributing to shared team knowledge.

Nice to have - Willingness and motivation to expand expertise into adjacent platform areas such as RADIUS, SSO, and AI-driven features. - Prior collaboration with product, learning, or customer success teams to translate field insights into documentation or product improvements.