Customer Support Engineer, Tier 2 – Windows

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

📋 Description

• Deliver technical assistance, troubleshooting, and resolution of issues through email, phone, chat, or remote web sessions.

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

• Replicate issues internally and provide prompt responses to customers.

• Work collaboratively with colleagues, escalation points, mentors, knowledge bases, community forums, and internal resources to devise 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 facilitate successful customer adoption.

• Create and update internal knowledge base articles.

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

• Participate in the on-call rotation, monitoring status updates and addressing external customer inquiries during outages.

• Interface between Support and Engineering teams to ensure timely defect resolution.

⛳️ Requirements

• At least 5 years of experience in a customer-facing technical role, ideally in a SaaS setting.

• Minimum of 2 years of experience dealing with critical customer issues and technical escalations.

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

• Strong familiarity with Active Directory, including Domain Forests, GPOs, Azure Active Directory, and User/Group Management.

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

• Proficient in configuring and troubleshooting RADIUS.

• General understanding of networking principles.

• Excellent interpersonal communication skills.

• Strong verbal and written communication capabilities.

• Awareness of user onboarding and offboarding processes.

• Knowledge of information security best practices.

• A passion for learning new technologies.

• Enthusiasm for collaborative teamwork.

• Ability to excel in a fast-paced, evolving environment.

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

• Availability to work Monday through Friday, 06:00-15:00 MT shift.

• Preferred qualifications include knowledge of macOS, Linux, non-Windows directory services, REST APIs, scripting, AI productivity tools, AI prompt engineering, full-time remote work capability, and macOS hardware.

🏝️ Benefits

• Remote-first work arrangement within Brazil.

• Full-time employment opportunity.

• Chance to work with a global, cross-functional team.

• Environment that promotes professional growth and knowledge sharing.

• Supportive and collaborative workplace culture.

• Flexibility of remote work.

• Participation in the on-call rotation.