Customer Support Engineer, Tier 2 (Windows)

New

JumpCloudIT management software

São Paulo, Brazil - Remote, Monday-Friday 06:00-15:00 MTFull-TimeSenior

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, preferably in a SaaS environment; minimum of 2 years of experience working with mission critical customer issues and customer and technical escalations
Required Skills: Networking

Have a minimum of 5 years of experience in a technical, customer-facing position; SaaS experience is preferred.
Have a minimum of 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 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.
Work the Monday-Friday 06:00-15:00 MT shift and participate in the on-call rotation.
Preferred: Know macOS, including FileVault, Keychain, Apple MDM, DEP, and system management.
Preferred: Have experience supporting and troubleshooting Linux distributions such as Ubuntu, Debian, RHEL, or CentOS.
Preferred: Know non-Windows directory services such as G Suite, AWS, or LDAP; REST APIs; and scripting with PowerShell, CMD, or BASH.

Provide technical support, troubleshooting, and issue resolution via email, telephone, chat, or remote web session.
Manage a queue of support tickets involving 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, and internal tools to provide solutions.
Work with Product and Learning teams to keep customer education programs accurate and up to date.
Maintain a technical understanding of the 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 for the support engineering team.
Participate in projects to improve customer and support engineer experiences.
Monitor status updates and respond to incoming customer cases during outages as part of the on-call rotation.

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