Customer Support Engineer, Tier 2 (Windows) - Brazil

7 hours, 6 minutes ago
Full-time
Senior
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 resolve customer issues through email, phone, chat, and remote web sessions.
  • Manage a queue of high-priority, complex support tickets.
  • Troubleshoot and reproduce issues internally, providing timely customer updates.
  • Partner with Support, Engineering, Product, and Learning teams to resolve defects and maintain accurate customer education.
  • Maintain technical expertise across the JumpCloud platform.
  • Work with Account Managers and Implementation Engineers to support customer onboarding and adoption.
  • Create and maintain internal knowledge-base articles for the support engineering team.
  • Collaborate on projects that improve customer and support engineer experiences.
  • Participate in an on-call rotation to monitor outages, status updates, and customer responses.

Requirements

  • 5+ years of experience in a technical, customer-facing role, preferably in a SaaS environment.
  • 2+ years of experience handling mission-critical customer issues and technical escalations.
  • In-depth Windows knowledge, including Registry Hives, LGPOs, PowerShell, CMD, Windows Credential Manager, event logging, and Windows Home/Pro/Server.
  • Strong Active Directory knowledge, 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 and a general understanding of networking.
  • Knowledge of user onboarding/offboarding and information security best practices.
  • Fluent written and verbal English and Portuguese communication skills.
  • Availability to work Monday–Friday, 06:00–15:00 MT and participate in on-call shifts.
  • Preferred: Experience with macOS, Linux distributions, non-Windows directory services, REST APIs, scripting, AI productivity tools/prompt engineering, and remote work using macOS hardware.

Benefits

  • Remote-first, full-time work environment within the specified country.
  • Opportunity to collaborate with global teams across 15+ countries.
  • Exposure to cross-functional work with Support, Engineering, Product, Learning, and customer-facing teams.

Interested in this position?

Apply directly on the company website

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