jumpcloud - Customer Support Engineer, Tier 2 (Windows) - Brazil
Requirements
• Knowledge of the macOS platform - FileVault, Keychain, Apple Mobile Device Management (MDM) + DEP, and overall system management. • Experience supporting and troubleshooting one or more Linux distros: Ubuntu, Debian, RHEL, or CentOS. • Non-Windows Directory Services (G Suite, AWS, LDAP) • Scripting (Powershell, CMD, BASH) • Using AI to enhance your productivity • Full-time remote working and self-motivated productivity. • Using macOS hardware as your primary work-device • Where you’ll be working/Location: • JumpCloud® is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description. • You must be located in and authorized to work in the country noted in the job description to be considered for this role. • Please note: There is an expectation that our engineers participate in on-call shifts. You will be expected commit to being ready and able to respond during your assigned shift, so that alerts don't go unaddressed. • JumpCloud® has teams in 15+ countries around the world and conducts our internal business in English. The interview and any additional screening process will take place primarily in English. To be considered for a role at JumpCloud®, you will be required to speak and write in English fluently. Any additional language requirements will be included in the details of the job description.
Responsibilities
• Provide technical support, troubleshooting and issue resolution to our customers via email, telephone, chat or remote web session. • Manage a queue of support tickets for high priority and complex technical issues • Reproduce issues in-house and respond to customers in a timely manner. • Collaborate with peers, escalation points, mentors, our knowledge base, community forums and other internal tools to provide the most effective, world-class solutions for our customers. • Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date • Maintain a technical understanding of the entire JumpCloud Platform • Collaborate with Account Manager and Implementation Engineers to ensure the success of our new customers as they transition into the day to day use of our product • Develop and maintain internal knowledge base articles to increase shared knowledge among the entire support engineering team • Collaborate with peers on projects aimed at improving the customer and support engineer experiences • On-call rotation required. Duties include monitoring of status updates and external customer responses to incoming cases during outage. • ## We're looking for: • 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 - Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager (WCM), Event Logging, Windows Home/Pro/Server Experience • Strong understanding of the Active Directory platform - Domain Forests, GPOs, Azure Active Directory (AAD), User/Group Management. • Experience with configuring & troubleshooting Single Sign-on (SAML+ SCIM) • Good experience with configuring & 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 • Shift: Monday-Friday 06:00-15:00 MT
Benefits
• If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you! JumpCloud® is an incredible place to share and grow your expertise! You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about. • One of JumpCloud®'s three core values is to “Build Connections.” To us that means creating " human connection with each other regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc. We care deeply about the people that we work with and want to see everyone succeed." - Rajat Bhargava, CEO • Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud®. Please note JumpCloud® is not accepting third party resumes at this time.
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