Customer Support Engineer, Tier 1 - Windows (Remote, Brazil)

A cloud identity and device management software company is hiring a Tier 1 Customer Support Engineer focused on Windows environments. You will handle high-priority and mission-critical customer issues through email, phone, chat and remote web sessions in a fast-paced SaaS support team. The role works closely with engineering and account teams to move defects toward resolution.

What you'll do

• Troubleshoot and resolve technical issues for customers across email, phone, chat and remote sessions.
• Own a queue of complex and high-priority support tickets and respond to customers promptly.
• Reproduce reported problems internally and work with engineering to get defects fixed.
• Help new customers move into day-to-day use of the product alongside account and implementation teams.
• Write and maintain internal knowledge base articles and help keep customer education content accurate.
• Take part in on-call rotations so that urgent alerts are answered during your assigned shift.

What you need

• At least 3 years in a technical, customer-facing role, ideally in SaaS, and at least 2 years handling critical issues and escalations.
• Strong Windows knowledge, including registry, Group Policy, PowerShell, CMD, Credential Manager, event logs and Windows Home/Pro/Server editions.
• Working knowledge of Active Directory and Azure AD, including domains, GPOs and user/group management.
• Experience configuring and troubleshooting SAML and SCIM single sign-on, and RADIUS; general networking understanding.
• Fluent written and spoken English and Portuguese, and an understanding of onboarding/offboarding and basic information security practices.
• Must be based in Brazil and authorized to work there.

Applicants must be based in: Brazil.

How to apply

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