Technical Support Engineer – CiraSync On-Premise

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

📋 Description

• Take full ownership of on-premises support tickets from initiation to resolution and subsequent follow-up.

• Engage with customers via email, phone, Zoom, and Microsoft Teams, including live troubleshooting sessions with screen sharing.

• Evaluate application logs, Windows event logs, Exchange logs, and PowerShell output to determine the root cause of issues.

• Replicate customer problems in an internal lab setting prior to escalation.

• Provide clear and structured reproduction steps along with evidence when escalating to engineering.

• Assist customers with upgrades, server migrations, and conducting health checks on their environments.

• Document and update knowledge base articles to ensure on-premises expertise is shared collectively rather than individually held.

• Engage in internal knowledge sharing to mitigate the risk of single-point coverage on this product.

⛳️ Requirements

• Over 3 years of experience as an IT Administrator or Systems Administrator within a Windows Server environment.

• Proficient in on-premises Exchange Server administration (2013 / 2016 / 2019 / SE): managing mailboxes and public folders, permissions, mail flow, and using Exchange Management Shell.

• Skilled in on-premises Active Directory: managing organizational units, security and distribution groups, delegated permissions, user attributes, and Group Policy.

• Experience in troubleshooting on-premises networking issues: DNS, firewalls and proxies, TLS certificates, ports and service accounts, and conducting connectivity tests.

• Knowledgeable in Windows Server administration, including services, basics of IIS, and log file analysis.

• Comfortable using PowerShell.

• Fluent in spoken and written English, with the ability to confidently lead conversations with enterprise IT administrators.

• Capable of articulating technical findings clearly to both hands-on administrators and non-technical stakeholders.

• Experience with Exchange Online and Microsoft 365 administration is a plus.

• Familiarity with Entra ID (Azure AD), hybrid Exchange, and Entra Connect / Azure AD Connect.

• Understanding of SQL Server fundamentals.

• Previous experience in B2B technical support utilizing a ticketing system (Salesforce, Zendesk, or similar).

• Experience in creating customer-facing documentation or knowledge base content.

• Relevant Microsoft certifications are preferred.

🏝️ Benefits

• Fully remote position with the flexibility to work from home.

• Comprehensive onboarding and training focused on CiraSync On-Premises.