Remote Windows Support Engineer, Tier 2 (Brazil)

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

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.