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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 2, 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 manage a queue of complex technical support tickets, troubleshoot customer issues via email, phone, chat, and remote sessions, and reproduce issues in-house to ensure timely resolution. You'll collaborate across the Support and Engineering teams to resolve defects, work with Product and Learning teams to maintain accurate customer education programs, and develop internal knowledge base articles to improve team efficiency. You will also partner with Account Managers and Implementation Engineers to ensure successful customer onboarding and transition to daily product use. The role includes on-call rotation responsibilities for monitoring status updates and customer responses during outages.
You'll maintain deep technical understanding of the JumpCloud Platform and participate in peer projects aimed at improving both customer and support engineer experiences. This is a Monday-Friday, 06:00-15:00 MT position requiring bilingual fluency in English and Portuguese (written and verbal).
REQUIREMENTS:
- Minimum 5 years of experience in a technical, customer-facing position, preferably in SaaS
- Minimum 2 years of experience with mission-critical customer issues and technical escalations
- In-depth Windows platform knowledge: Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience
- Strong Active Directory platform understanding: 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 and communication skills (oral and written)
- 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 rapidly changing environments
- 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)
- AI productivity enhancement and prompt engineering skills
- Full-time remote working experience and self-motivated productivity
- macOS as primary work device
