Customer Support Engineer, Tier 2 – Windows

🔥 0 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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JumpCloud

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2013

☁️ SaaS

🔐 Security

🏢 Enterprise

💰 $66M Series F on 2021-10

SaaS • Security • Enterprise

JumpCloud is a unified identity, device, and access management platform that helps organizations centrally manage and secure their IT infrastructure across multiple operating systems and devices. It provides comprehensive solutions for cross-platform device management, cloud-first directory services, Active Directory modernization, and hybrid work enablement. JumpCloud enhances security through features such as zero trust security, passwordless authentication, and multi-factor authentication. Its platform supports automated onboarding and offboarding, identity lifecycle management, conditional access, and compliance management. JumpCloud integrates with various HR systems and offers SaaS management, allowing companies to streamline IT operations and reduce complexity. Trusted by organizations worldwide, JumpCloud is recognized for its ability to unify and secure digital workplace environments efficiently and effectively.

📋 Description

• Provide technical support, troubleshooting, and issue resolution via email, telephone, chat, or remote web session • Manage a queue of high-priority and complex technical support tickets • Reproduce issues in-house and respond to customers in a timely manner • Collaborate with peers, escalation points, mentors, knowledge base, community forums, and internal tools to provide solutions • Collaborate with Product and Learning teams to keep customer education programs accurate and current • Maintain technical understanding of the entire JumpCloud Platform • Collaborate with Account Managers and Implementation Engineers to support successful customer adoption • Develop and maintain internal knowledge base articles • Collaborate on projects improving customer and support engineer experiences • Participate in the on-call rotation, monitoring status updates and responding to external customers during outages • Interface across Support and Engineering to ensure timely resolution of defects

🎯 Requirements

• 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, including Registry Hives, LGPOs, PowerShell, CMD, Windows Credential Manager, Event Logging, and Windows Home/Pro/Server • Strong understanding of Active Directory, including Domain Forests, GPOs, Azure Active Directory, and User/Group Management • Experience configuring and troubleshooting Single Sign-on (SAML and SCIM) • Good experience configuring and 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 in English and Portuguese, written and verbal • Availability for Monday-Friday, 06:00-15:00 MT shift • Preferred: knowledge of macOS, Linux, non-Windows directory services, REST APIs, scripting, AI productivity tools, AI prompt engineering, full-time remote working, and macOS hardware

🏖️ Benefits

• Remote First work arrangement within Brazil • Full-time employment • Opportunity to work with a global, cross-functional team • Professional growth and expertise-sharing environment • Supportive, collaborative workplace • Remote work • On-call rotation participation