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Customer Support Engineer, Tier 2 (Windows) - Brazil
Contract type
Ongoing
Work mode
Remote
Experience
Senior · 5+ years
Job description
Customer Support Engineer - Tier 2 providing world-class technical support to JumpCloud customers, resolving high priority and mission critical issues across support channels.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote
- Languages
- English – fluent, Portuguese
What you'll do
- Provide technical support, troubleshooting and issue resolution to customers 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, knowledge base, community forums and other internal tools to provide effective solutions
- Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date
- Maintain a technical understanding of the entire JumpCloud Platform
- Collaborate with Account Manager and Implementation Engineers to ensure success of new customers transitioning to day-to-day use of the product
- Develop and maintain internal knowledge base articles to increase shared knowledge among the support engineering team
- Collaborate with peers on projects aimed at improving the customer and support engineer experiences
- Participate in on-call rotation, including monitoring status updates and external customer responses to incoming cases during outage
What we're looking for
- Minimum of 5 years of experience in a technical, customer-facing position, preferably in a SaaS environment
- Minimum of 2 years of experience working with mission critical customer issues and customer and technical escalations
- In-depth knowledge of the Windows platform: Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience
- Strong understanding of the Active Directory platform: Domain Forests, GPOs, Azure Active Directory (AAD), User/Group Management
- Experience with configuring & troubleshooting Single Sign-on (SAML + SCIM)
- Good experience with configuring & troubleshooting RADIUS
- General Networking understanding
- Excellent interpersonal communication
- Strong oral and written communication skills
- Understanding of user onboarding and offboarding practices
- Understanding of Information security best practices
- Passion for learning new technologies
- Enthusiasm for collaborative working
- Ability to thrive in a rapidly changing environment
- Bilingual - English and Portuguese, written and verbal
- Available for shift Monday-Friday 06:00-15:00 MT
Nice to have
- Knowledge of the macOS platform - FileVault, Keychain, Apple Mobile Device Management (MDM) + DEP, and overall system management
- Experience supporting and troubleshooting one or more Linux distros: Ubuntu, Debian, RHEL, or CentOS
- Non-Windows Directory Services (G Suite, AWS, LDAP)
- REST APIs
- Scripting (Powershell, CMD, BASH)
- Using AI to enhance your productivity
- AI Prompt Engineering skills
- Full-time remote working and self-motivated productivity
- Using macOS hardware as your primary work-device
Your team
Support
Support engineering team working across Support and Engineering
Apply
Direct apply at JumpCloud
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About JumpCloud
Intelligent, Secure IT.
JumpCloud is the AI-powered unified IT management platform designed to secure the modern workforce. By consolidating identity, device, and access management, JumpCloud provides intelligent, secure IT that scales from human users to autonomous AI agents.
Mission
To help organizations around the globe eliminate complexity and turn AI risk into an optimized advantage, ensuring the right people and agents have secure access to the right resources at all times.
Key facts
- IT management platform / SaaS
- Remote First company
- Teams in 15+ countries around the world
- Conducts internal business in English
- One of three core values is to "Build Connections"
What they value
- Build Connections