Customer Support Engineer, Tier 2 (Windows)
New
J
JumpCloudIT management
Remote within the country noted in the Job Description; Brazil, Monday-Friday 06:00-15:00 MTFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Bilingual - English and Portuguese, written and verbal
- Experience
- Minimum of 5 years of experience in a technical, customer-facing position; minimum of 2 years of experience working with mission critical customer issues and customer and technical escalations
- Required Skills
- Networking
Requirements
- Have at least 5 years of experience in a technical, customer-facing position, preferably in a SaaS environment.
- Have at least 2 years of experience handling mission-critical customer issues and customer and technical escalations.
- Bring in-depth Windows platform knowledge, including Registry Hives, LGPOs, PowerShell, CMD, Windows Credential Manager, event logging, and Windows Home, Pro, and Server.
- Have a strong understanding of Active Directory, including domain forests, GPOs, Azure Active Directory, and user/group management.
- Have experience configuring and troubleshooting single sign-on (SAML and SCIM).
- Have experience configuring and troubleshooting RADIUS.
- Have a general understanding of networking.
- Understand user onboarding and offboarding practices and information security best practices.
- Have excellent interpersonal, oral, and written communication skills.
- Be bilingual in English and Portuguese, written and verbal.
- Be available for the Monday-Friday 06:00-15:00 MT shift and required on-call rotation.
Responsibilities
- Provide technical support, troubleshooting, and issue resolution through email, telephone, chat, or remote web sessions.
- Manage support tickets for high-priority and complex technical issues.
- Reproduce issues in-house and respond to customers in a timely manner.
- Collaborate with Support peers, escalation points, mentors, knowledge resources, and internal teams to resolve customer issues.
- Work with Product and Learning teams to keep customer education programs accurate and up to date.
- Maintain technical knowledge of the JumpCloud Platform.
- Collaborate with Account Managers and Implementation Engineers during new-customer transitions.
- Develop and maintain internal knowledge base articles.
- Participate in projects to improve customer and support engineer experiences.
- Monitor status updates and respond to customer cases during assigned on-call outage shifts.
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