Customer Support Engineer, Tier 2 – Windows

• 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

• 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

• 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