Customer Support Engineer, Tier 1 (Windows)

Location: Remote, São Paulo, Brazil. Must be located in and authorized to work in Brazil. Monday-Friday shift: 05:00-14:00 MT. Participation in on-call shifts is required.

Company

hirify.global provides intelligent, secure IT through its hirify.global 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.
• Maintain technical knowledge of the hirify.global Platform and develop internal knowledge base articles.
• Contribute to projects that improve customer and support engineer experiences.

Requirements

• At least 3 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 or technical escalations.
• Strong Windows platform knowledge, including Registry Hives, LGPOs, PowerShell, CMD, Windows Credential Manager, Event Logging, and Windows Home, Pro, and Server.
• Understanding of Active Directory, including Domain Forests, GPOs, Azure Active Directory, and user/group management.
• Experience configuring and troubleshooting SAML and SCIM single sign-on, plus RADIUS.
• General networking knowledge and understanding of user onboarding, offboarding, and 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 05:00-14:00 MT shift and assigned on-call shifts.

Nice to have

• Knowledge of macOS, including FileVault, Keychain, Apple MDM, DEP, and overall 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 providing live chat and phone support to technical customers.
• 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 workplace.
• Collaboration with Support, Engineering, Product, Learning, Account Management, and Implementation teams.
• Participation in on-call shifts to respond during assigned hours.