Customer Support Engineer, Tier 2 (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 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 Managers 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.
• Participate in an on-call rotation, including monitoring of status updates and external customer responses during outages.

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 and 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 and AI Prompt Engineering skills.