Customer Support Engineer, Tier 2; Windows

Position: Customer Support Engineer, Tier 2 (Windows)

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Customer Support Engineer, Tier 2 (Windows) based in Brazil.

In this role, you will provide advanced technical support to customers using a modern, cloud-based IT management platform, helping them resolve complex issues involving Windows environments, identity management, and secure access. You will take ownership of high-priority and mission-critical cases, applying your troubleshooting expertise to identify root causes and deliver effective solutions. Working closely with Support, Engineering, Product, and Customer Success teams, you will help improve platform reliability and the overall customer experience.

You will also contribute to technical documentation, knowledge sharing, and continuous improvements to support processes. This remote opportunity is ideal for a technically skilled professional who enjoys solving challenging problems, communicating with customers, and learning new technologies. You will join an international, collaborative environment where technical excellence, customer satisfaction, and continuous innovation are highly valued.

Accountabilities:

• 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.

Requirements:

• 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…