Senior Tier 1 Customer Support Engineer – Windows & Identity Management – Remote Brazil (Bilingual English & Portuguese)

About brighthush

brighthush is a trailblazing, AI‑powered unified IT management platform that is redefining how modern enterprises secure and empower their workforce. By seamlessly integrating identity, device, and access management into a single, cloud‑native solution, brighthush delivers intelligent, secure IT that scales effortlessly from human users to autonomous AI agents. Our mission is to eliminate complexity, transform AI risk into a competitive advantage, and ensure that the right people and agents always have secure, timely access to the resources they need.

Why Join brighthush?

At brighthush, we believe that technology should amplify human potential, not replace it. Our culture is built on collaboration, continuous learning, and a relentless focus on customer success. As a member of our team, you’ll work alongside world‑class engineers, product leaders, and customer advocates who are passionate about building secure, scalable solutions for a global customer base. We value diversity, encourage creative problem‑solving, and reward initiative with real impact on the product and our customers.

Role Overview

As a Tier 1 Customer Support Engineer at brighthush, you will be the first line of defense for our customers, providing world‑class technical support across multiple channels—email, phone, chat, and remote web sessions. You will handle high‑priority, mission‑critical issues in a fast‑paced, SaaS‑driven environment, collaborating closely with our engineering and product teams to ensure swift resolution of defects and continuous improvement of our support processes.

Key Responsibilities

• Deliver rapid, accurate troubleshooting and issue resolution to customers via email, phone, chat, and remote sessions.
• Manage a queue of high‑priority support tickets, ensuring timely response and resolution.
• Reproduce customer issues in a controlled environment, document findings, and communicate status updates clearly.
• Leverage internal knowledge bases, community forums, and peer collaboration to provide world‑class solutions.
• Work with Product and Learning teams to keep customer education materials current and effective.
• Maintain deep technical knowledge of the brighthush platform, including identity, device, and access management features.
• Partner with Account Managers and Implementation Engineers to onboard new customers and ensure a smooth transition to daily usage.
• Create and maintain internal knowledge base articles to share insights and best practices across the support engineering team.
• Participate in cross‑functional projects aimed at enhancing the customer and support engineer experience.
• Engage in on‑call rotations as required, ensuring 24/7 coverage for mission‑critical incidents.

Essential Qualifications

• Minimum of 3 years in a technical, customer‑facing role, preferably within a SaaS environment.
• At least 2 years of experience handling mission‑critical customer issues and escalations.
• Strong expertise in the Windows platform: registry hives, LGPOs, PowerShell, CMD, Windows Credential Manager, event logging, and experience across Home, Pro, and Server editions.
• Comprehensive understanding of Active Directory: domain forests, GPOs, Azure AD, user and group management.
• Hands‑on experience configuring and troubleshooting Single Sign‑On (SAML + SCIM) and RADIUS.
• Solid networking fundamentals and the ability to diagnose connectivity issues.
• Excellent interpersonal, oral, and written communication skills in both English and Portuguese.
• Deep appreciation for information security best practices and user onboarding/offboarding processes.
• Passion for learning new technologies and a collaborative mindset.
• Ability to thrive in a rapidly changing, high‑pressure environment.
• Shift availability: Monday‑Friday, 05:00 – 14:00 MT.

Preferred Qualifications

• Experience with macOS: FileVault, Keychain, Apple MDM (MDM + DEP).
• Support and troubleshooting experience with Linux distributions such as Ubuntu, Debian, RHEL, or CentOS.
• Knowledge of non‑Windows directory services (G Suite, AWS, LDAP).
• Familiarity with REST APIs and scripting (PowerShell, CMD, BASH).
• Experience providing live chat and phone support to technical customers.
• Ability to leverage AI tools to enhance productivity and support workflows.
• Experience with AI prompt engineering.
• Full‑time remote work experience with self‑motivated productivity.
• Primary work device: macOS hardware.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team. As a Tier 1 support engineer, you will have access to:

• Structured mentorship programs pairing you with senior engineers and product managers.
• Regular technical workshops covering emerging trends in identity, security, and cloud infrastructure.
• Opportunities to contribute to product roadmaps and feature design based on customer feedback.
• Clear career pathways to senior support roles, technical specialist tracks, or product engineering.
• Annual learning stipend for certifications, conferences, and online courses.

Work Environment & Culture

brighthush is a fully remote, remote‑first organization. You will work from anywhere in Brazil, with the flexibility to balance your personal and professional life. Our culture is defined by:

• Transparent communication across all levels.
• Inclusive, diverse teams that celebrate different perspectives.
• Data‑driven decision making and a focus on measurable impact.
• Regular virtual team events, hackathons, and knowledge‑sharing sessions.
• Commitment to work‑life balance, including flexible hours and generous time‑off policies.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Competitive base salary aligned with industry standards for remote roles in Brazil.
• Performance‑based bonuses and equity opportunities.
• Health, dental, and vision insurance for you and your dependents.
• Paid parental leave and flexible sick leave.
• Annual stipend for home office equipment and internet upgrades.
• Wellness programs, including mental health resources and virtual fitness classes.
• Generous paid time off and holiday schedule aligned with local observances.

How to Apply

If you are a proactive, bilingual technical support professional who thrives in a fast‑moving SaaS environment, we want to hear from you. Submit your résumé and a brief cover letter explaining why you would be a great fit for brighthush. All applications will be reviewed by our hiring team; we do not accept third‑party resumes at this time.

Equal Opportunity Employer

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.

Important Notice

Please be aware of potential job‑scam attempts. Authentic brighthush communications will come from official email addresses ending in @brighthush.com. We will never request personal financial information or payment during the recruitment process. If you receive suspicious messages, contact us immediately at [email protected] with the subject line “Scam Notice.”