Customer Support Engineer, Tier 2; Windows; Brazil

All roles at Jump Cloud® are Remote unless otherwise specified in the Job Description.

Jump Cloud® is the AI-powered unified IT management platform designed to secure the modern workforce. By consolidating identity, device, and access management, Jump Cloud provides intelligent, secure IT that scales from human users to autonomous AI agents. We 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.

Jump Cloud is Intelligent, Secure IT.

As a Customer Support Engineer - Tier 2 you will be responsible for providing world-class technical support to Jump Cloud's customers. We are looking for a highly technical self-starter that is driven to exceed customer expectations across Jump Cloud's various support channels. This position will resolve high priority and mission critical customer issues in a fast-paced environment. As a Technical Support Engineer
- Tier 2 you will apply your technical knowledge to resolve customer issues, and regularly interface across Support and Engineering to ensure the timely resolution of defects.

• Provide technical support, troubleshooting and issue resolution to our 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, our knowledge base, community forums and other internal tools to provide the most effective, world-class solutions for our customers.
• Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date
• Maintain a technical understanding of the entire Jump Cloud Platform
• Collaborate with Account Manager and Implementation Engineers to ensure the success of our new customers as they transition into the day to day use of our product
• Develop and maintain internal knowledge base articles to increase shared knowledge among the entire support engineering team
• Collaborate with peers on projects aimed at improving the customer and support engineer experiences
• On-call rotation required. Duties include monitoring of status updates and external customer responses to incoming cases during outage.

• 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
• In-depth knowledge of the Windows platform
  - Registry Hives, LGPOs, Power Shell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience
• Strong 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
• Shift: Monday-Friday 06:00-15:00 MT

• Knowledge of the macOS platform
  - File Vault, 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.
• No…