Customer Support Engineer, Tier 2 (Windows) - Brazil

São PauloRemoteFull-time

AI Summary

Provides Tier 2 technical support and troubleshooting to JumpCloud customers across email, phone, chat and remote sessions, resolving high-priority Windows and identity-related issues and escalations. Also maintains knowledge base content and collaborates with engineering on defects.

About this role

All roles at JumpCloud® are Remote unless otherwise specified in the Job Description.

About JumpCloud®

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. We 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.

JumpCloud is Intelligent, Secure IT.

About the Role:

As a Customer Support Engineer - Tier 2 you will be responsible for providing world-class technical support to JumpCloud’s customers. We are looking for a highly technical self-starter that is driven to exceed customer expectations across JumpCloud’s various support channels. This position will resolve high priority and mission critical customer issues in a fast-paced environment. As a Technical Support Engineer- Tier 2 you will apply your technical knowledge to resolve customer issues, and regularly interface across Support and Engineering to ensure the timely resolution of defects.

What you'll be doing:

Provide technical support, troubleshooting and issue resolution to our 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, our knowledge base, community forums and other internal tools to provide the most effective, world-class solutions for our customers.

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 the success of our new customers as they transition into the day to day use of our product

Develop and maintain internal knowledge base articles to increase shared knowledge among the entire support engineering team

Collaborate with peers on projects aimed at improving the customer and support engineer experiences

On-call rotation required. Duties include monitoring of status updates and external customer responses to incoming cases during outage.

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

Shift: Monday-Friday 06:00-15:00 MT

Preferred Qualifications:

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

Skills

Active DirectoryAzure Active DirectoryBashCMDEvent LoggingGeneral NetworkingGroup PolicyInformation SecurityLinuxMacOSPowerShellRADIUSREST APISAMLSCIMSingle Sign-OnUser Onboarding And OffboardingWindowsWindows Credential ManagerWindows Registry