Customer Support Engineer, Tier 2 (Windows)

Remote; San Francisco (CA); Remote; USD 16,000 - 33,000; Full time

Benefits offered by this job

Fully remote from Brazil

International collaboration

Technical development

Job summary

Partner Company, a cloud-based IT management platform provider, seeks a Customer Support Engineer (Tier 2) based in Brazil. You will handle advanced Windows issues, Active Directory, SSO, and networking in a fully remote, international team.

You will own high-priority tickets, collaborate with Engineering and Product, and contribute to knowledge base and customer education. Fluent Portuguese and English are required, with MT time zone scheduling.

Qualifications

• At least 5 years in a technical, customer-facing role.
• At least 2 years handling mission-critical customer issues and escalations.
• Deep knowledge of Windows platform, LGPOs, and related tools.
• Strong Active Directory and Entra ID knowledge.
• Experience with SAML/SCIM SSO and RADIUS.
• Fluent in Portuguese and English (written and spoken).
• Remote-work readiness and collaboration in a distributed team.

Responsibilities

• Provide advanced technical support via email, phone, chat, and remote sessions.
• Manage a queue of high-priority, mission-critical tickets with prioritization and escalations.
• Investigate issues, reproduce defects, identify root causes, and communicate resolutions.
• Troubleshoot Windows OS components including registry, LGPOs, PowerShell, and event logs.
• Diagnose AD/Entra ID and GPO-related issues; manage user/group access.
• Configure and troubleshoot SSO (SAML/SCIM) and RADIUS authentication.
• Collaborate with Engineering and Product to resolve defects and incident responses.
• Support onboarding and ongoing use with Account Managers and Implementation Engineers.
• Keep knowledge base and technical documentation up to date.
• Participate in on-call rotations and outage response.

Skills

Windows OS

Active Directory

SSO (SAML/SCIM)

RADIUS authentication

Networking basics

Customer support

Portuguese & English

Tools

PowerShell

Event logs

Job description

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Customer Support Engineer, Tier 2 (Windows) based in Brazil.

In this role, you will provide advanced technical support to customers using a modern, cloud-based IT management platform, helping them resolve complex issues involving Windows environments, identity management, and secure access. You will take ownership of high-priority and mission-critical cases, applying your troubleshooting expertise to identify root causes and deliver effective solutions. Working closely with Support, Engineering, Product, and Customer Success teams, you will help improve platform reliability and the overall customer experience. You will also contribute to technical documentation, knowledge sharing, and continuous improvements to support processes. This remote opportunity is ideal for a technically skilled professional who enjoys solving challenging problems, communicating with customers, and learning new technologies. You will join an international, collaborative environment where technical excellence, customer satisfaction, and continuous innovation are highly valued.

Accountabilities:

• Provide advanced technical support through email, phone, live chat, and remote troubleshooting sessions, delivering timely and effective resolutions to customer issues.

• Manage a queue of complex, high-priority, and mission-critical support tickets, ensuring appropriate prioritization, follow-up, and escalation.

• Investigate technical issues, reproduce reported defects in controlled environments, identify root causes, and communicate clear resolutions to customers.

• Troubleshoot Windows operating system issues involving registry hives, Local Group Policy Objects (LGPOs), PowerShell, Command Prompt, Windows Credential Manager, event logs, and Windows Home, Pro, and Server environments.

• Diagnose and resolve issues related to Active Directory, domain forests, Group Policy Objects (GPOs), Microsoft Entra ID (formerly Azure Active Directory), and user and group management.

• Configure and troubleshoot single sign-on integrations using SAML and SCIM, as well as RADIUS authentication and general networking issues.

• Collaborate with Engineering and other technical teams to investigate product defects, elevate complex cases, and support timely resolution of critical incidents.

• Partner with Account Managers and Implementation Engineers to support new customers as they onboard and transition to ongoing platform use.

• Work with Product and Learning teams to keep customer education materials, technical guidance, and support resources accurate and up to date.

• Create and maintain internal knowledge base articles, troubleshooting guides, and technical documentation to improve team efficiency and knowledge sharing.

• Participate in projects that enhance customer satisfaction, streamline support workflows, and improve the experience of both customers and support engineers.

• Participate in scheduled on-call rotations, monitoring service status updates and responding to customer cases during outages and other critical incidents.

Requirements:

• At least 5 years of experience in a technical, customer-facing role, preferably within a Software-as-a-Service (SaaS) environment.

• At least 2 years of experience handling mission-critical customer issues, complex technical escalations, and high-priority incidents.

• In-depth knowledge of the Windows platform, including registry hives, LGPOs, PowerShell, Command Prompt, Windows Credential Manager, event logging, and Windows Home, Pro, and Server editions.

• Strong understanding of Active Directory, including domain forests, Group Policy Objects, Microsoft Entra ID (formerly Azure Active Directory), and user and group administration.

• Hands-on experience configuring and troubleshooting single sign-on solutions using SAML and SCIM.

• Practical experience configuring and troubleshooting RADIUS authentication.

• General networking knowledge and the ability to diagnose connectivity and authentication issues.

• Understanding of user onboarding and offboarding processes, identity lifecycle management, and information security best practices.

• Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly to customers and internal stakeholders.

• Fluency in both Portuguese and English, written and spoken, to support customers and collaborate with international teams.

• Strong troubleshooting, analytical, and problem-solving skills, combined with sound judgment when managing urgent or sensitive customer issues.

• A proactive, self-motivated approach to work, with a passion for learning new technologies and adapting to a rapidly changing environment.

• A collaborative mindset and the ability to work independently in a fully remote setting.

• Availability to work the specified schedule of Monday through Friday, 6:00 a.m. to 3:00 p.m. Mountain Time, and participate in assigned on-call rotations.

• Current residence in Brazil and legal authorization to work in the country.

Nice to have:

• Knowledge of macOS administration, including FileVault, Keychain, Apple Mobile Device Management (MDM), Device Enrollment Program (DEP), and overall system management.

• Experience supporting and troubleshooting Linux distributions such as Ubuntu, Debian, Red Hat Enterprise Linux (RHEL), or CentOS.

• Familiarity with alternative directory services and identity platforms, including Google Workspace, AWS directory services, and LDAP.

• Experience working with REST APIs and integrating systems through API-based workflows.

• Scripting experience with PowerShell, Command Prompt, or Bash.

• Experience using AI-powered tools to improve productivity and technical troubleshooting.

• Familiarity with AI prompt engineering and practical applications of AI in customer support.

• Experience using macOS hardware as a primary work device.

Benefits:

• Fully remote work: Work remotely from Brazil as part of a distributed, international team.

• Full-time opportunity: Join a dedicated customer support engineering team in a SaaS-based technology environment.

• International collaboration: Work with colleagues across multiple countries and collaborate with Support, Engineering, Product, and Customer Success.

• Technical development: Expand your expertise in Windows administration, identity and access management, cloud-based IT platforms, networking, and security.

• Continuous learning: Access opportunities to build technical knowledge, develop troubleshooting skills, and explore emerging technologies, including AI-assisted tools.

• Cross-functional exposure: Collaborate with experienced technical professionals and contribute to product improvements and customer education.

• Meaningful customer impact: Help organizations resolve critical IT challenges, maintain secure access, and improve the reliability of their technology environments.

• Inclusive work culture: Join a collaborative environment that values diverse perspectives, professional growth, and strong working relationships.