Customer Support Engineer, Tier 1 (Windows) - Brazil

1 week ago
Full-time
Mid Level
Customer and Technical Support
JumpCloud

JumpCloud

JumpCloud provides a unified platform for managing identity, access, and devices across various operating systems, enabling secure and frictionless access to resources through features like single sign-on, multi-factor authentication, and a Zero Trust ...

Internet Software & Services
501-1000
Founded 2013
$417M raised

Description

  • Provide technical support and troubleshoot customer issues via email, phone, chat, and remote web sessions.
  • Manage a queue of high-priority and complex support tickets.
  • Reproduce customer issues internally and provide timely updates and resolutions.
  • Partner with support peers, escalation teams, and engineering to resolve defects and critical issues.
  • Maintain technical knowledge of the JumpCloud platform.
  • Work with Product and Learning teams to keep customer education programs accurate and current.
  • Partner with Account Managers and Implementation Engineers to support new-customer transitions.
  • Create and maintain internal knowledge base articles.
  • Contribute to projects that improve customer and support engineer experiences.
  • Participate in assigned on-call shifts and respond to alerts.

Requirements

  • At least 3 years of experience in a technical, customer-facing role, preferably in SaaS.
  • At least 2 years of experience handling mission-critical customer issues and technical escalations.
  • Strong Windows expertise, including Registry Hives, LGPOs, PowerShell, CMD, Windows Credential Manager, event logging, and Windows Home, Pro, and Server.
  • Understanding of Active Directory, including domain forests, GPOs, Azure Active Directory, and user/group management.
  • Experience configuring and troubleshooting SSO using SAML and SCIM.
  • Experience configuring and troubleshooting RADIUS.
  • General networking knowledge and understanding of information security best practices.
  • Fluent written and verbal English and Portuguese.
  • Availability to work Monday through Friday, 05:00–14:00 MT, and participate in on-call shifts.
  • Preferred: experience with macOS, Linux, non-Windows directory services, REST APIs, scripting, live chat/phone support, AI productivity tools, and remote self-management.

Benefits

  • Remote-first work environment for employees located and authorized to work in the designated country.
  • Opportunity to work with cross-functional global teams in a SaaS environment.
  • Collaborative culture that welcomes employee ideas and professional growth.

Interested in this position?

Apply directly on the company website

Apply Now

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