Customer Support Engineer, Tier 1 (Windows)
New
J
JumpCloudIT management
São Paulo, Brazil - Remote, Monday-Friday 05:00-14:00 MTFull-TimeEntry
Salary not disclosed
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Job Details
- Languages
- Bilingual - English and Portuguese, written and verbal
- Experience
- Minimum of 3 years of experience in a technical, customer-facing position; minimum of 2 year of experience working with mission critical customer issues and customer and technical escalations
- Required Skills
- Networking
Requirements
- Have at least 3 years of experience in a technical, customer-facing position, preferably in a SaaS environment.
- Have at least 2 years of experience working with mission-critical customer issues and customer and technical escalations.
- Demonstrate strong knowledge of the Windows platform, including Registry Hives, LGPOs, PowerShell, CMD, Windows Credential Manager, Event Logging, and Windows Home, Pro, and Server.
- Understand Active Directory, including domain forests, GPOs, Azure Active Directory, and user and 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.
- Be bilingual in English and Portuguese, written and verbal.
- Be available to work Monday-Friday, 05:00-14:00 MT.
Responsibilities
- Provide technical support, troubleshooting, and issue resolution through email, telephone, chat, and remote web sessions.
- Manage a queue of support tickets involving high-priority and complex technical issues.
- Reproduce customer issues in-house and respond to customers in a timely manner.
- Collaborate with 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 to support new customers transitioning to daily product use.
- Develop and maintain internal knowledge-base articles for the support engineering team.
- Work with peers on projects to improve customer and support engineer experiences.
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