Senior Tier 1 Windows Customer Support Engineer – Remote Mexico – Expert in IT Support, Advanced Troubleshooting, and AI‑Driven Security Solutions at brighthush

About brighthush

brighthush is a trailblazing AI‑powered unified IT management platform that is redefining how modern enterprises secure their digital workforce. By seamlessly weaving together identity, device, and access management, 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 every user—whether a person or a machine—has secure, timely access to the resources they need.

With a global customer base that spans Fortune 500 companies, fast‑growth startups, and public sector organizations, brighthush sits at the forefront of the next wave of IT operations. We empower our clients to focus on innovation while we handle the intricacies of identity, device, and access security. Our platform is built on cutting‑edge machine‑learning models that predict and prevent threats before they materialize, giving our customers peace of mind and operational agility.

Why Join brighthush?

At brighthush, you’ll be part of a culture that celebrates curiosity, collaboration, and continuous learning. Our remote‑first philosophy means you can work from anywhere in Mexico while staying connected to a vibrant, distributed team of engineers, product managers, and support specialists. We value:

• Innovation: Your ideas shape the future of secure IT.
• Impact: Every ticket you resolve directly improves our customers’ security posture.
• Growth: We invest in your professional development through mentorship, training, and career‑pathing.
• Community: We build genuine human connections across cultures, languages, and backgrounds.
• Flexibility: A fully remote environment that respects your personal life while delivering high performance.

Role Overview

As a Tier 1 Windows Customer Support Engineer, you will be the first line of defense for our Windows‑based customers. You’ll provide rapid, high‑quality technical support, troubleshoot complex issues, and collaborate with cross‑functional teams to deliver world‑class solutions. Your work will directly influence customer satisfaction, product adoption, and the overall success of brighthush’s platform.

Key Responsibilities

• Respond to customer inquiries via email, phone, chat, or remote web session, diagnosing and resolving Windows‑specific technical problems.
• Manage a prioritized queue of support tickets, ensuring timely resolution of high‑impact issues.
• Reproduce and investigate issues in a controlled environment, documenting findings and providing clear, actionable guidance to customers.
• Leverage internal knowledge bases, community forums, and escalation channels to deliver accurate, efficient solutions.
• Collaborate with Product and Learning teams to keep customer education materials current and relevant.
• Maintain a deep technical understanding of the brighthush platform, including Windows integration points.
• Partner with Account Managers and Implementation Engineers to onboard new customers and ensure a smooth transition to daily use.
• Author and maintain internal knowledge base articles, contributing to shared expertise across the support engineering team.
• Participate in projects aimed at enhancing both customer experience and support engineer efficiency.
• Serve on the on‑call rotation, monitoring status updates and responding to critical incidents during outages.
• Track and analyze support metrics (first‑time resolution, customer satisfaction scores, average handle time) to identify trends and improvement opportunities.
• Act as a subject‑matter expert for Windows‑related issues, mentoring junior support staff and sharing best practices.

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 managing escalations.
• Strong knowledge of configuring and troubleshooting Single Sign‑On (SAML + SCIM) and RADIUS protocols.
• Solid understanding of general networking concepts (TCP/IP, DNS, DHCP, VPN).
• Excellent interpersonal and communication skills—both oral and written.
• Familiarity with user onboarding and off‑boarding best practices.
• Awareness of information security principles and compliance frameworks.
• Passion for learning new technologies and staying current with industry trends.
• Enthusiasm for collaborative teamwork and knowledge sharing.
• Ability to thrive in a fast‑moving, constantly evolving environment.
• Proficiency with remote support tools (e.g., TeamViewer, AnyDesk, Remote Desktop) and ticketing systems (e.g., Zendesk, ServiceNow).

Preferred Experience

• Experience with non‑Windows directory services such as G Suite, AWS Directory Service, or LDAP.
• Proficiency with RESTful APIs and API integration.
• Hands‑on scripting skills (PowerShell, CMD, Bash).
• Experience leveraging AI tools to boost productivity.
• AI Prompt Engineering knowledge.
• Full‑time remote work experience with self‑motivation and discipline.
• Primary use of macOS hardware for daily tasks.
• Knowledge of compliance standards such as ISO 27001, SOC 2, or GDPR.
• Experience in a high‑volume support environment with SLA commitments.

Work Schedule & Location

Shift: Monday‑Friday, 11:00 – 20:00 CST (Mexico time). The role is fully remote; you must be located in Mexico and authorized to work in the country.

Compensation & Benefits

brighthush offers a competitive salary package commensurate with experience, along with a comprehensive benefits suite:

• Health, dental, and vision insurance for you and your dependents.
• Generous paid time off and a flexible holiday policy that respects cultural and personal commitments.
• Professional development stipend and access to industry conferences, workshops, and certifications.
• Equity participation in a growing, high‑growth company—your success directly fuels the company’s future.
• Wellness programs, including mental health resources, virtual fitness classes, and mindfulness sessions.
• Regular team‑building events, virtual coffee chats, and quarterly company‑wide gatherings.
• State‑of‑the‑art remote work stipend to equip you with the best hardware and software.

Career Growth & Learning Opportunities

At brighthush, your career path is defined by your ambition and performance. As a Tier 1 support engineer, you’ll have the chance to:

• Advance to Tier 2 or Tier 3 support roles, tackling increasingly complex technical challenges.
• Transition into product engineering, security architecture, or solutions consulting.
• Lead internal knowledge‑sharing initiatives or become a subject‑matter expert in Windows integration.
• Mentor junior engineers and contribute to the growth of the support organization.
• Participate in cross‑functional projects that influence product roadmap and customer experience.
• Earn certifications in Windows Server, Azure AD, or security frameworks to enhance your professional profile.
• Take ownership of new feature development or automation projects that reduce ticket volume.

Culture & Values

brighthush is built on the principle of “Build Connections.” We celebrate diversity, foster inclusive collaboration, and empower every team member to bring their authentic self to work. Our remote‑first environment is supported by robust communication tools, transparent decision‑making, and a culture that values work‑life balance. We encourage:

• Open dialogue across all levels, ensuring every voice is heard.
• Continuous learning through internal tech talks, hackathons, and peer‑review sessions.
• Community outreach and volunteer initiatives that give back to local communities.
• Regular feedback loops that help us refine processes and improve employee satisfaction.

How to Apply

Ready to join a forward‑thinking, customer‑centric team that values innovation and collaboration? Submit your résumé and a brief cover letter explaining why you’re the perfect fit for brighthush. Please note that we do not accept third‑party résumé submissions.

brighthush is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, veteran status, or disability.

Important Notice

Be vigilant against potential job‑scam attempts. brighthush will never request personal financial information, credit card details, or bank account numbers during the hiring process. All official communications will come from our verified email domain (@brighthush.com). If you receive suspicious messages, please report them immediately with the subject line “Scam Notice.”

We look forward to hearing from you and exploring how your expertise can help us secure the future of IT together.