Customer Support Engineer, Tier 2 (Windows)

Jobgether; United States; Remote; USD 22,000 - 33,000; Full time

Benefits offered by this job

Fully remote (Brazil)

International collaboration

Professional development

On-call rotations

Job summary

Jobgether is seeking an experienced Customer Operations/Support Engineer to join a fully remote, international team focused on complex SaaS support. You will troubleshoot Windows and AD environments, configure SSO/SAML/SCIM, and resolve high-priority incidents with collaboration across Engineering and Customer Success.

The role requires Portuguese and English fluency, strong troubleshooting skills, and the ability to work remotely from Brazil with on-call rotations.

Qualifications

• At least 5 years in a technical, customer-facing role in SaaS.
• Minimum 2 years handling mission-critical issues and escalations.
• Deep Windows platform knowledge and Active Directory expertise.
• Experience configuring SAML/SCIM SSO and RADIUS authentication.
• Strong networking knowledge and ability to diagnose connectivity issues.
• Understanding of identity lifecycle, onboarding/offboarding, and security best practices.
• Bilingual in Portuguese and English, written and spoken.
• Excellent communication and problem-solving skills.
• Self-motivated, collaborative, and comfortable in a fully remote setting.
• Available for Monday–Friday schedule with on-call rotations.

Responsibilities

• Provide advanced technical support via email, phone, live chat, and remote sessions.
• Prioritize, escalate, and manage high-priority support tickets.
• Investigate and reproduce defects, communicate resolutions to customers.
• Troubleshoot Windows OS issues including LGPOs, PowerShell, and event logs.
• Diagnose Active Directory, Entra ID, GPOs, and user/group management.
• Configure and troubleshoot SSO (SAML/SCIM) and RADIUS auth.
• Collaborate with Engineering to resolve critical incidents.
• Support onboarding and ongoing platform use with Account Managers.
• Update education materials and create internal knowledge base articles.
• Participate in on-call rotations and monitor service status during outages.

Skills

Windows OS

Active Directory

SAML/SCIM

RADIUS authentication

Networking basics

Onboarding/offboarding

Identity lifecycle

Portuguese & English

Technical troubleshooting

Remote work

Tools

PowerShell

Command Prompt

LGPOs

Job description

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.