Customer Support Engineer, Tier 1 (Windows) - Brazil

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.

About the Role:

As a Customer Support Engineer - Tier 1, you will be responsible for providing world-class technical support to JumpCloud’s customers. We are looking for a highly technical self-starter 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, regularly interfacing across Support and Engineering to ensure timely resolution of defects.

What You'll Be Doing:

• Provide technical support, troubleshooting, and issue resolution via email, telephone, chat, or remote web sessions.
• 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.
• 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 Managers and Implementation Engineers to ensure new customer success.
• Develop and maintain internal knowledge base articles to increase shared knowledge among the team.
• Participate in on-call shifts as required.

We're Looking For:

• Minimum of 3 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 technical escalations.
• Strong knowledge of the Windows platform — Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, and Windows Home/Pro/Server experience.
• Understanding of the Active Directory platform — Domain Forests, GPOs, Azure Active Directory (AAD), and User/Group Management.
• Experience with configuring & troubleshooting Single Sign-on (SAML + SCIM).
• Good experience with configuring & troubleshooting RADIUS.
• General networking understanding.
• Excellent interpersonal communication and strong oral and written communication skills.
• Bilingual in English and Portuguese (written and verbal).
• Shift: Monday–Friday 05:00–14:00 MT.