Customer Support Engineer, Tier 2 (Windows)

Location: Remote in São Paulo, Brazil. You must be located in and authorized to work in Brazil. Monday-Friday shift: 06:00-15:00 MT.

Company

hirify.global provides intelligent, secure IT through its SaaS platform.

What you will do

• Provide technical support, troubleshooting, and issue resolution through email, telephone, chat, and remote web sessions.
• Manage high-priority and complex support tickets, reproduce issues in-house, and provide timely customer responses.
• Collaborate with Support, Engineering, Product, Learning, Account Management, and Implementation Engineering to resolve defects and support customer onboarding and education.
• Maintain technical knowledge of the hirify.global Platform and create internal knowledge base articles.
• Participate in projects that improve customer and support engineer experiences.
• Participate in the on-call rotation, monitoring status updates and responding to customer cases during outages.

Requirements

• At least 5 years of experience in a technical, customer-facing position, preferably in a SaaS environment.
• At least 2 years of experience handling mission-critical customer issues and customer and technical escalations.
• In-depth Windows knowledge, including Registry Hives, LGPOs, PowerShell and CMD, Windows Credential Manager, Event Logging, and Windows Home, Pro, and Server.
• Strong Active Directory knowledge, including Domain Forests, GPOs, Azure Active Directory, and user and group management.
• Experience configuring and troubleshooting Single Sign-On using SAML and SCIM, plus RADIUS.
• General networking knowledge and understanding of user onboarding and offboarding practices.
• Understanding of information security best practices.
• Excellent interpersonal, oral, and written communication skills; ability to learn new technologies, collaborate effectively, and thrive in a rapidly changing environment.
• Bilingual written and verbal English and Portuguese.
• Availability for the Monday-Friday 06:00-15:00 MT shift and assigned on-call shifts.

Nice to have

• Knowledge of macOS, including FileVault, Keychain, Apple Mobile Device Management, DEP, and system management.
• Experience supporting and troubleshooting Ubuntu, Debian, RHEL, or CentOS.
• Knowledge of non-Windows directory services such as G Suite, AWS, or LDAP.
• REST API experience.
• Scripting experience with PowerShell, CMD, or Bash.
• Experience using AI to enhance productivity and AI prompt engineering skills.
• Experience with full-time remote work and self-motivated productivity.
• Experience using macOS hardware as a primary work device.

Culture & Benefits

• Remote work arrangement.
• Collaborative work across Support, Engineering, Product, Learning, Account Management, and Implementation Engineering.
• Participation in projects focused on improving customer and support engineer experiences.
• On-call coverage is organized through assigned shifts to ensure alerts and customer cases receive a response during outages.