Customer Support Engineer, Tier 1 – 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 promptly
• Collaborate with peers, escalation points, mentors, knowledge base, community forums, and internal tools to provide effective 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 new customers transitioning to day-to-day product use
• Develop and maintain internal knowledge base articles
• Collaborate on projects improving customer and support engineer experiences
• Participate in on-call shifts and respond during assigned shifts
• Interface with Support and Engineering to ensure timely defect resolution

• 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 customer and technical escalations
• Strong knowledge of the Windows platform, including Registry Hives, LGPOs, PowerShell, CMD, Windows Credential Manager, Event Logging, and Windows Home/Pro/Server
• 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)
• 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 English and Portuguese, written and verbal
• Availability for Monday-Friday, 05:00-14:00 MT
• Preferred: knowledge of macOS, Linux distributions, non-Windows directory services, REST APIs, scripting, live chat and phone support, AI productivity tools, AI prompt engineering, full-time remote working, and macOS hardware

• Remote-first work within Brazil
• Full-time employment
• Equal opportunity employment
• Opportunity to work with teams across 15+ countries
• Opportunities to share and grow expertise
• Supportive, collaborative work environment
• Seasoned executive team and supportive board
• Global team connection across backgrounds and geographies