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JumpCloud

Customer Support Engineer, Tier 2 – Windows

JumpCloud

. Provide technical support, troubleshooting, and issue resolution via email, telephone, chat, or remote web session .

Posted 10/23/2026full-timeRemote • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates extensive technical support expertise in a SaaS environment, with a strong focus on troubleshooting complex customer issues and maintaining a deep understanding of the JumpCloud Platform. Proficient in collaboration across teams to enhance customer education and support experiences.

Highest-signal resume keywords
Technical Support ExperienceWindows Platform KnowledgeActive Directory ManagementSingle Sign-On ConfigurationBilingual in English and Portuguese

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
TroubleshootingWindows Registry HivesPowerShellActive DirectorySingle Sign-On (SAML and SCIM)RADIUS ConfigurationNetworkingInformation Security Best PracticesUser Onboarding and OffboardingLinux Knowledge
Soft Skills
Interpersonal CommunicationOral CommunicationWritten CommunicationCollaborative WorkingAdaptability
Tools & Technologies
JumpCloud PlatformKnowledge Base ToolsRemote Support ToolsAI Productivity ToolsREST APIs
Industry Keywords
SaaS EnvironmentCustomer-Facing PositionTechnical EscalationsMission Critical IssuesFull-Time Remote Working

Tech Stack

Tools & technologies
AzureLinuxMacOS

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 in a timely manner
  • Collaborate with peers, escalation points, mentors, knowledge base, community forums, and internal tools to provide 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 successful customer adoption
  • Develop and maintain internal knowledge base articles
  • Collaborate on projects improving customer and support engineer experiences
  • Participate in the on-call rotation, monitoring status updates and responding to external customers during outages
  • Interface across Support and Engineering to ensure timely resolution of defects

Requirements

What you’ll need
  • 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, including Registry Hives, LGPOs, PowerShell, CMD, Windows Credential Manager, Event Logging, and Windows Home/Pro/Server
  • Strong 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)
  • Good 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 in English and Portuguese, written and verbal
  • Availability for Monday-Friday, 06:00-15:00 MT shift
  • Preferred: knowledge of macOS, Linux, non-Windows directory services, REST APIs, scripting, AI productivity tools, AI prompt engineering, full-time remote working, and macOS hardware

Benefits

Comp & perks
  • Remote First work arrangement within Brazil
  • Full-time employment
  • Opportunity to work with a global, cross-functional team
  • Professional growth and expertise-sharing environment
  • Supportive, collaborative workplace
  • Remote work
  • On-call rotation participation