Customer Support Engineer, Tier 1 (Windows) - Brazil

The role

You will give technical support to JumpCloud customers by email, phone, chat or remote session. You will manage a queue of high priority and complex tickets, reproduce issues and work with Support and Engineering to resolve defects.

What you will do

• Provide technical support, troubleshooting and issue resolution via email, telephone, chat or remote web session
• Manage a queue of support tickets for high priority and complex technical issues
• Reproduce issues in-house and respond to customers in a timely manner
• Collaborate with peers, escalation points, mentors, the knowledge base, community forums and internal tools to deliver solutions
• Collaborate with Product and Learning teams to keep customer education programs accurate and up to date
• Maintain a technical understanding of the entire JumpCloud Platform
• Work with Account Managers and Implementation Engineers to help new customers succeed
• Develop and maintain internal knowledge base articles for the support engineering team
• Collaborate with peers on projects that improve the customer and support engineer experience

Required qualifications

• At least 3 years in a technical, customer-facing position, preferably in a SaaS environment
• At least 2 years working with mission critical customer issues and customer and technical escalations
• Strong knowledge of the Windows platform: Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager, Event Logging, Windows Home/Pro/Server
• Understanding of Active Directory: Domain Forests, GPOs, Azure Active Directory, User/Group Management
• Experience configuring and troubleshooting Single Sign-on (SAML and SCIM)
• Good experience configuring and troubleshooting RADIUS
• General networking understanding
• Excellent interpersonal, strong oral and written communication skills
• Understanding of user onboarding and offboarding practices
• Understanding of information security best practices
• Bilingual in English and Portuguese, written and verbal
• Fluent written and spoken English

Nice to have

• Knowledge of macOS: FileVault, Keychain, Apple MDM and DEP, system management
• Experience supporting and troubleshooting Linux distributions: Ubuntu, Debian, RHEL or CentOS
• Non-Windows directory services (G Suite, AWS, LDAP)
• REST APIs
• Scripting in PowerShell, CMD or BASH
• Live chat and phone support to technical customers
• Using AI to enhance productivity
• AI prompt engineering skills
• Full-time remote working and self-motivated productivity
• Using macOS hardware as your primary work device

Benefits

• Remote First work within Brazil

Before you apply

• You must be located in and authorized to work in Brazil
• Interviews and screening are conducted primarily in English
• On-call shifts are expected
• JumpCloud is not accepting third party resumes

About the company

JumpCloud is an AI-powered unified IT management platform that secures the modern workforce by consolidating identity, device and access management. The company works with organizations around the globe.