Remote Technical Support Engineer - Tier 1 (SaaS)

OpenKrill; United States; Remote; USD 90,000 - 115,000; Full time

Job summary

JumpCloud is a remote-first company seeking a Customer Support Engineer - Tier 1 to resolve high-priority technical issues for customers. The role involves cross-team collaboration with Support, Engineering, Product, and Learning to ensure timely resolutions and education.

The ideal candidate will have strong Windows/AD knowledge, SaaS support experience, and bilingual English/Portuguese communication skills, with a willingness to participate in on-call shifts and adapt to a fast-paced

Qualifications

• Minimum 3 years in a technical, customer-facing role (SaaS preferred).
• Strong Windows and AD knowledge; ability to troubleshoot complex issues.
• Excellent written and verbal communication in English; Portuguese bilingual is a plus.

Responsibilities

• Provide technical support via email, phone, chat, or remote sessions.
• Manage high-priority support tickets and reproduce issues for resolution.
• Collaborate with Engineering, Product, and Learning to improve solutions and knowledge base.
• Maintain a broad understanding of JumpCloud Platform and customer onboarding processes.

Skills

Windows platform knowledge

Active Directory

SaaS customer support

Customer communication

Bilingual English/Portuguese

Tools

SAML/SCIM configuration

PowerShell

REST APIs

RADIUS

Job description

JumpCloud is a remote-first company seeking a Customer Support Engineer - Tier 1 to resolve high-priority technical issues for customers. The role involves cross-team collaboration with Support, Engineering, Product, and Learning to ensure timely resolutions and education.

The ideal candidate will have strong Windows/AD knowledge, SaaS support experience, and bilingual English/Portuguese communication skills, with a willingness to participate in on-call shifts and adapt to a fast-paced