Customer Support Engineer, Tier 2 (Windows) - Brazil

The role

You will provide technical support to JumpCloud customers through email, phone, chat or remote web sessions. You will resolve high priority and mission critical issues, mainly on the Windows platform.

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 find solutions
• Work 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
• Collaborate on projects that improve the customer and support engineer experience
• Monitor status updates and customer responses during outages (on-call)

Required qualifications

• Minimum of 5 years in a technical, customer-facing position, preferably in a SaaS environment
• Minimum of 2 years working with mission critical customer issues and customer and technical escalations
• In-depth knowledge of Windows: Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager, Event Logging, Windows Home/Pro/Server
• Strong understanding of Active Directory: domain forests, GPOs, Azure Active Directory, user and group management
• Experience configuring and troubleshooting Single Sign-on (SAML and SCIM)
• Good experience configuring and troubleshooting RADIUS
• General networking understanding
• Understanding of user onboarding and offboarding practices
• Understanding of information security best practices
• Excellent interpersonal, strong oral and written communication skills
• Bilingual in English and Portuguese, written and verbal
• Passion for learning new technologies and enthusiasm for collaborative work

Nice to have

• Knowledge of macOS: FileVault, Keychain, Apple MDM and DEP, system management
• Experience supporting and troubleshooting Linux distros: Ubuntu, Debian, RHEL or CentOS
• Non-Windows directory services: G Suite, AWS, LDAP
• REST APIs
• Scripting in PowerShell, CMD or BASH
• 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

Before you apply

• You must be located in and authorized to work in Brazil
• Fluent English is required for the interview and screening process
• On-call shift participation is 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 through identity, device and access management. The company has teams in 15+ countries.