Customer Support Engineer Tier 2, Windows (Remote, Brazil)

A fast-growing SaaS company that provides a cloud-based identity and device management platform for organizations worldwide is hiring a Tier 2 support engineer to resolve high-priority and mission-critical customer issues. You will work hands-on with Windows environments and identity integrations, and partner closely with support, engineering and product teams to get defects fixed. The role suits a self-starter who enjoys complex troubleshooting in a fast-paced setting.

What you'll do

• Provide technical troubleshooting and resolution to customers by email, phone, chat and remote web sessions.
• Manage a queue of complex, high-priority support tickets and escalations.
• Reproduce customer issues internally and escalate defects to engineering with clear detail.
• Write and maintain internal knowledge base articles and help keep customer education content accurate.
• Work with account managers and implementation engineers to help new customers adopt the product.
• Join an on-call rotation to monitor status updates and customer responses during outages.

What you need

• At least 5 years in a technical, customer-facing role, ideally in SaaS, plus 2 years handling mission-critical issues and escalations.
• Deep knowledge of Windows (registry, Group Policy, PowerShell and CMD, credential management, event logs, Home/Pro/Server editions).
• Solid understanding of Active Directory, including forests, GPOs, Azure AD and user/group management.
• Experience configuring and troubleshooting SAML and SCIM single sign-on, and RADIUS; general networking knowledge.
• Fluent written and spoken English and Portuguese.
• Ability to work the Monday to Friday 06:00-15:00 Mountain Time shift and take part in on-call duty.

Applicants must be based in: Brazil.

How to apply

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