Customer Support Engineer, Tier 1 – Windows

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Deliver technical support, troubleshoot issues, and resolve inquiries through email, phone, chat, or remote web sessions.

• Oversee a queue of high-priority and intricate technical support tickets.

• Replicate issues internally and respond to customer inquiries in a timely manner.

• Work collaboratively with colleagues, escalation points, mentors, knowledge bases, community forums, and internal resources to offer effective solutions.

• Partner 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 assist new customers in transitioning to daily product usage.

• Create and maintain internal knowledge base articles.

• Engage in projects aimed at enhancing customer and support engineer experiences.

• Participate in on-call shifts and respond during assigned hours.

• Coordinate with Support and Engineering teams to ensure prompt defect resolution.

⛳️ Requirements

• At least 3 years of experience in a technical, customer-facing role, ideally within a SaaS environment.

• A minimum of 2 years of experience dealing with mission-critical customer issues and handling customer and technical escalations.

• Profound knowledge of the Windows platform, including Registry Hives, LGPOs, PowerShell, CMD, Windows Credential Manager, Event Logging, and Windows Home/Pro/Server.

• Familiarity with Active Directory, encompassing Domain Forests, GPOs, Azure Active Directory, and User/Group Management.

• Experience in configuring and troubleshooting Single Sign-on (SAML and SCIM).

• Proficiency in configuring and troubleshooting RADIUS.

• General understanding of networking concepts.

• Excellent interpersonal communication skills.

• Strong written and verbal communication abilities.

• Knowledge of user onboarding and offboarding processes.

• Awareness of information security best practices.

• Eagerness to learn new technologies.

• Enthusiasm for collaborative teamwork.

• Capability to excel in a rapidly evolving environment.

• Bilingual proficiency in English and Portuguese, both written and spoken.

• Availability to work Monday to Friday, from 05:00 to 14:00 MT.

• Preferred qualifications: familiarity with macOS, Linux distributions, non-Windows directory services, REST APIs, scripting, live chat and phone support, AI productivity tools, AI prompt engineering, full-time remote work, and macOS hardware.

🏝️ Benefits

• Remote-first work environment based in Brazil.

• Full-time employment opportunities.

• Commitment to equal opportunity employment practices.

• Chance to collaborate with teams across over 15 countries.

• Opportunities to share knowledge and develop expertise.

• Supportive and collaborative workplace culture.

• Experienced executive team and a supportive board.

• Global team connection embracing diverse backgrounds and locations.