Customer Support Engineer, Tier 1 (Windows) - Brazil
Job description
A Tier 1 Customer Support Engineer role providing technical support and troubleshooting to JumpCloud customers across email, phone, chat and remote sessions. The position resolves high priority and mission critical customer issues and works with Support, Product and Engineering teams.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote
- Languages
- English – fluent, Portuguese
What you'll do
- Provide technical support, troubleshooting and issue resolution to customers via email, telephone, chat or remote web session
- Manage a queue of support tickets for high priority and complex technical issues
- Reproduce issues in-house and respond to customers in a timely manner
- Collaborate with peers, escalation points, mentors, the knowledge base, community forums and other internal tools to provide effective solutions
- Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date
- Maintain a technical understanding of the entire JumpCloud Platform
- Collaborate with Account Manager and Implementation Engineers to ensure the success of new customers transitioning to day to day use of the product
- Develop and maintain internal knowledge base articles to increase shared knowledge among the support engineering team
- Collaborate with peers on projects aimed at improving the customer and support engineer experiences
- Participate in on-call shifts and be ready and able to respond during the assigned shift
What we're looking for
- 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: Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience
- Understanding of the Active Directory platform: Domain Forests, GPOs, Azure Active Directory (AAD), User/Group Management
- Experience with configuring & troubleshooting Single Sign-on (SAML + SCIM)
- Good experience with configuring & 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
- Must be located in and authorized to work in the country noted in the job description
Nice to have
- Knowledge of the macOS platform - FileVault, Keychain, Apple Mobile Device Management (MDM) + DEP, and overall system management
- Experience supporting and troubleshooting one or more Linux distros: Ubuntu, Debian, RHEL, or CentOS
- Non-Windows Directory Services (G Suite, AWS, LDAP)
- REST APIs
- Scripting (Powershell, CMD, BASH)
- Providing live chat and phone support to technical customers
- Using AI to enhance your productivity
- AI Prompt Engineering skills
- Full-time remote working and self-motivated productivity
- Using macOS hardware as your primary work-device
Your team
Support
Support engineering team working with Product, Learning, Account Management and Implementation Engineering
Apply
Direct apply at JumpCloud
Opens the job posting at JumpCloud
About JumpCloud
Intelligent, Secure IT.
JumpCloud is the AI-powered unified IT management platform designed to secure the modern workforce. By consolidating identity, device, and access management, JumpCloud provides intelligent, secure IT that scales from human users to autonomous AI agents.
Mission
To help organizations around the globe eliminate complexity and turn AI risk into an optimized advantage, ensuring the right people and agents have secure access to the right resources at all times.
Key facts
- IT management platform / SaaS
- Remote First company
- Teams in 15+ countries around the world
- Conducts internal business in English
- Three core values, one of which is 'Build Connections'
What they value
- Build Connections