Customer Support Engineer, Tier 2; Windows

- Provide advanced technical support through email, phone, live chat, and remote troubleshooting sessions, delivering timely and effective resolutions to customer issues.

- Manage a queue of complex, high-priority, and mission-critical support tickets, ensuring appropriate prioritization, follow-up, and escalation.

- Investigate technical issues, reproduce reported defects in controlled environments, identify root causes, and communicate clear resolutions to customers.

- Troubleshoot Windows operating system issues involving registry hives, Local Group Policy Objects (LGPOs), Power Shell, Command Prompt, Windows Credential Manager, event logs, and Windows Home, Pro, and Server environments.

- Diagnose and resolve issues related to Active Directory, domain forests, Group Policy Objects (GPOs), Microsoft Entra  (formerly Azure Active Directory), and user and group management.

- Configure and troubleshoot single sign-on integrations using SAML and SCIM, as well as RADIUS authentication and general networking issues.

- Collaborate with Engineering and other technical teams to investigate product defects, elevate complex cases, and support timely resolution of critical incidents.

- Partner with Account Managers and Implementation Engineers to support new customers as they onboard and transition to ongoing platform use.

- Work with Product and Learning teams to keep customer education materials, technical guidance, and support resources accurate and up to date.

- Create and maintain internal knowledge base articles, troubleshooting guides, and technical documentation to improve team efficiency and knowledge sharing.

- Participate in projects that enhance customer satisfaction, streamline support workflows, and improve the experience of both customers and support engineers.

- Participate in scheduled on-call rotations, monitoring service status updates and responding to customer cases during outages and other critical incidents.

- At least 5 years of experience in a technical, customer-facing role , preferably within a Software-as-a-Service (SaaS) environment.

- At least 2 years of experience handling mission-critical customer issues, complex technical escalations, and high-priority incidents .

- In-depth knowledge of the Windows platform, including registry hives, LGPOs, Power Shell, Command Prompt, Windows Credential Manager, event logging, and Windows Home, Pro, and Server editions.

- Strong understanding of Active Directory, including domain forests, Group Policy Objects, Microsoft Entra  (formerly Azure Active Directory), and user and group administration.

- Hands-on experience configuring and troubleshooting single sign-on solutions using SAML and SCIM.

- Practical experience configuring and troubleshooting RADIUS authentication.

- General networking knowledge and the ability to diagnose connectivity and authentication issues.

- Understanding of user onboarding and offboarding processes, identity lifecycle management, and information security best practices.

- Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly to customers and internal stakeholders.

- Fluency in both Portuguese and English , written and spoken, to support customers and collaborate with international teams.

- Strong troubleshooting, analytical, and problem-solving skills, combined with sound judgment when managing urgent or sensitive customer issues.

- A proactive, self-motivated approach to work, with a passion for learning new technologies and adapting to a rapidly changing environment.

- A collaborative mindset and the ability to work independently in a fully remote setting.

- Availability to work the specified schedule of Monday through Friday, 6:00 a.m. to 3:00 p.m. Mountain Time , and participate in assigned on-call rotations.

- Current residence in Brazil and legal authorization to work in the country.

- Knowledge of macOS administration, including File Vault, Keychain, Apple Mobile Device Management (MDM), Device Enrollment Program (DEP), and overall system management.

- Experience supporting and troubleshooting Linux distributions such as Ubuntu, Debian, Red Hat Enterprise Linux (RHEL), or CentOS.

- Familiarity with alternative directory services and identity platforms, including Google Workspace, AWS directory services, and LDAP.

- Experience working with REST APIs and integrating systems through API-based workflows.

- Scripting experience with Power Shell, Command…