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JumpCloud is an AI-powered unified IT management platform that consolidates identity, device, and access management for modern organizations. As a Customer Support Engineer - Tier 1, you will provide world-class technical support to JumpCloud customers, resolving high-priority and mission-critical issues in a fast-paced SaaS environment.
You will be responsible for:
- Providing technical support, troubleshooting, and issue resolution via email, telephone, chat, and remote web sessions
- Managing a queue of support tickets for high-priority and complex technical issues
- Reproducing issues in-house and responding to customers in a timely manner
- Collaborating with peers, escalation points, mentors, and internal tools to deliver world-class solutions
- Working with Product and Learning teams to ensure customer education programs are accurate and current
- Maintaining technical understanding of the entire JumpCloud Platform
- Partnering with Account Managers and Implementation Engineers to ensure new customer success
- Developing and maintaining internal knowledge base articles
- Collaborating on projects to improve customer and support engineer experiences
This is a full-time remote position based in Brazil with a required shift of Monday-Friday 05:00-14:00 MT. You will be expected to participate in on-call shifts and respond to alerts during your assigned time.
REQUIREMENTS:
- Minimum 3 years of experience in a technical, customer-facing position, preferably in a SaaS environment
- Minimum 2 years of experience working with mission-critical customer issues and technical escalations
- Strong knowledge of Windows platform: Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server experience
- Understanding of Active Directory platform: Domain Forests, GPOs, Azure Active Directory (AAD), User/Group Management
- Experience configuring and troubleshooting Single Sign-on (SAML + SCIM)
- Good experience configuring and troubleshooting RADIUS
- General networking understanding
- Excellent interpersonal communication and strong oral/written communication skills
- Understanding of user onboarding and offboarding practices
- Understanding of information security best practices
- Passion for learning new technologies and enthusiasm for collaborative working
- Ability to thrive in a rapidly changing environment
- Bilingual: English and Portuguese (written and verbal)
PREFERRED QUALIFICATIONS:
- Knowledge of macOS platform (FileVault, Keychain, Apple MDM + DEP)
- Experience supporting Linux distros (Ubuntu, Debian, RHEL, CentOS)
- Non-Windows Directory Services (G Suite, AWS, LDAP)
- REST APIs
- Scripting (PowerShell, CMD, BASH)
- Live chat and phone support experience
- AI productivity enhancement and prompt engineering skills
- Full-time remote working experience and self-motivated productivity
- macOS as primary work device
