Entry-Level Customer Support Engineer – Technical Support & Knowledge Base Specialist – Cybersecurity Platform

About brighthush

Founded in 2012, brighthush has rapidly evolved into a leading preemptive security platform that unifies exposure discovery, offensive testing, and intelligence powered by AI and human insight. Our mission is simple yet profound: help organizations avoid, discover, and validate real‑world risk before it becomes a breach. By combining the analytical rigor of machine learning with the intuition of seasoned security researchers, we empower security teams to move faster, act decisively, and stay ahead of attackers.

Based in San Francisco and New Hampshire, brighthush is backed by a coalition of visionary investors, including brighthush, brighthush, and brighthush. We are a community of musicians, adventure sports junkies, nature lovers, parents, cereal enthusiasts, night owls, cyclists, artists, and more—people who bring diverse perspectives to the fight against cyber threats. At brighthush, we believe that the best solutions come from a tapestry of experiences, and we celebrate the contributions of underrepresented voices in our industry.

Why Join brighthush?

• Impactful Work: Every ticket you resolve and every knowledge article you author directly strengthens the security posture of our global customer base.
• Fast‑Paced Growth: As a rapidly expanding company, we offer clear career ladders, mentorship from senior engineers, and opportunities to transition into product, engineering, or security research roles.
• Inclusive Culture: Our “family” ethos means you’ll collaborate with teammates who value authenticity, curiosity, and continuous learning.
• Remote‑First Flexibility: Work from anywhere—our fully remote model supports a healthy work‑life balance.
• Competitive Compensation: Base salary ranges from $59,520 to $74,400, with discretionary bonuses and a comprehensive benefits package.

Key Responsibilities

As a Customer Support Engineer I, you will be the first line of defense for both customers and researchers interacting with the brighthush Security Knowledge Platform. Your role blends technical troubleshooting, documentation, and process improvement to ensure a seamless support experience.

• Initial Technical Support: Serve as the first point of contact for customer and researcher issues across tickets, email, and video channels, resolving standard L0–L2 technical questions.
• Knowledge & Documentation: Identify and apply established workarounds for common issues while documenting repeatable solutions in the Knowledge Base.
• Workflow Optimization: Collaborate with cross‑functional teams to refine internal operational workflows and documentation, increasing resolution efficiency.
• Professional Growth: Work under the guidance of senior team members, proactively seeking feedback and coaching to develop technical skills and independence.
• Customer Advocacy: Translate customer feedback into actionable insights for product and engineering teams.
• Security Awareness: Maintain a foundational understanding of cybersecurity concepts to better contextualize support tickets.

Essential Qualifications

• Experience: 0–2 years in a technical support, customer‑facing, or technology‑adjacent environment.
• Technical Foundations: Familiarity with command‑line tools (e.g., Bash, SSH, grep) and exposure to integrations such as Jira, SAML, APIs, or SSO/2FA.
• Communication Skills: Strong written and verbal communication abilities with a focus on clear, professional documentation.
• Problem‑Solving Mindset: Solutions‑oriented approach, strong time management, composure under pressure, and a high sense of urgency.

Preferred Experience

• Security Interest: Demonstrated interest in cybersecurity concepts, vulnerability types, or ethical hacking.
• Technical Curiosity: Willingness to learn new tools, scripting languages, and security frameworks.
• Team Collaboration: Experience working in cross‑functional teams and contributing to shared goals.

Skills & Competencies

• Technical troubleshooting across web, API, and command‑line interfaces.
• Documentation best practices: writing clear, concise, and searchable knowledge base articles.
• Process improvement: identifying bottlenecks and proposing workflow enhancements.
• Customer empathy: understanding user pain points and delivering timely, effective solutions.
• Adaptability: thriving in a fast‑moving, remote environment with evolving priorities.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Support Engineer I, you will:

• Receive mentorship from senior engineers and product managers.
• Participate in internal “lunch & learn” sessions covering advanced security topics, new product features, and industry trends.
• Earn certifications such as CompTIA Security+, CEH, or relevant cloud security credentials through our learning stipend.
• Transition into roles such as Technical Product Manager, Security Researcher, or Platform Engineer based on performance and interests.

Work Environment & Culture

Our remote‑first model means you can work from anywhere, but we also value collaboration. Expect:

• Weekly virtual stand‑ups and bi‑weekly all‑hands meetings.
• Access to a shared knowledge base, Slack channels, and a robust ticketing system.
• A culture that celebrates experimentation, continuous improvement, and open communication.
• Annual “Hackathon” events where teams tackle real security challenges and prototype solutions.

Compensation & Benefits

While the base salary range for this role is $59,520–$74,400, your total compensation will also include:

• Discretionary bonus program or commission plan based on individual and organizational performance.
• Health, dental, and vision insurance with a generous employer match.
• 401(k) plan with company match.
• Unlimited paid time off and flexible working hours.
• Professional development stipend and access to industry conferences.
• Wellness programs, including virtual fitness classes and mental health resources.

Physical & Working Conditions

The role is fully remote. You will be required to:

• Remain in a stationary position 50% of the time.
• Carry or move a laptop as needed throughout the workday.
• Maintain a quiet, distraction‑free workspace to support focus and productivity.

Equal Opportunity & Inclusion

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We provide reasonable accommodations for individuals with disabilities and encourage applicants from underrepresented backgrounds to apply.

How to Apply

Ready to make a tangible impact on the cybersecurity landscape? Submit your application through our careers portal and join a team that values curiosity, collaboration, and continuous learning.

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