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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong technical support capabilities with a focus on troubleshooting and issue resolution in a SaaS environment. Proficient in managing complex customer escalations and maintaining a comprehensive understanding of the JumpCloud Platform.
Highest-signal resume keywords
Technical Support ExperienceWindows Platform KnowledgeActive Directory UnderstandingSAML and SCIM TroubleshootingBilingual English and Portuguese
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingWindows Credential ManagerPowerShellEvent LoggingActive DirectorySingle Sign-On ConfigurationRADIUS ConfigurationNetworking UnderstandingUser Onboarding PracticesInformation Security Best Practices
Soft Skills
Interpersonal CommunicationOral CommunicationWritten CommunicationCollaborative WorkingAdaptability
Tools & Technologies
JumpCloud PlatformRemote Web Session ToolsKnowledge Base ManagementAI Productivity ToolsLive Chat Support
Industry Keywords
SaaS EnvironmentCustomer-Facing PositionTechnical EscalationsMission Critical IssuesMacOS Knowledge
Tech Stack
Tools & technologiesAzureLinuxMacOS
About the role
Key responsibilities & impact- Provide technical support, troubleshooting, and issue resolution via email, telephone, chat, or remote web session
- Manage a queue of high-priority and complex technical support tickets
- Reproduce issues in-house and respond to customers promptly
- Collaborate with peers, escalation points, mentors, knowledge base, community forums, and internal tools to provide effective solutions
- Collaborate with Product and Learning teams to keep customer education programs accurate and current
- Maintain technical understanding of the entire 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
- Collaborate on projects improving customer and support engineer experiences
- Participate in on-call shifts and respond during assigned shifts
- Interface with Support and Engineering to ensure timely defect resolution
Requirements
What you’ll need- 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, including Registry Hives, LGPOs, PowerShell, CMD, Windows Credential Manager, Event Logging, and Windows Home/Pro/Server
- Understanding of Active Directory, including Domain Forests, GPOs, Azure Active Directory, and User/Group Management
- Experience configuring and troubleshooting Single Sign-on (SAML and SCIM)
- Experience configuring and 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
- Availability for Monday-Friday, 05:00-14:00 MT
- Preferred: knowledge of macOS, Linux distributions, non-Windows directory services, REST APIs, scripting, live chat and phone support, AI productivity tools, AI prompt engineering, full-time remote working, and macOS hardware
Benefits
Comp & perks- Remote-first work within Brazil
- Full-time employment
- Equal opportunity employment
- Opportunity to work with teams across 15+ countries
- Opportunities to share and grow expertise
- Supportive, collaborative work environment
- Seasoned executive team and supportive board
- Global team connection across backgrounds and geographies