Senior Tier 2 Customer Support Engineer – Windows & Identity Management – Bilingual (English/Portuguese) – Remote Brazil

About brighthush

brighthush is a trailblazing, AI‑driven unified IT management platform that empowers organizations to secure, simplify, and scale their modern workforce. By combining identity, device, and network management into a single, cloud‑native solution, brighthush eliminates the complexity of traditional IT stacks and delivers a frictionless experience for both IT teams and end users. Our mission is to make secure, intelligent IT accessible to every business, regardless of size or industry.

With a growing global customer base that spans Fortune 500 enterprises, mid‑market companies, and fast‑growing startups, brighthush is at the forefront of the identity‑as‑a‑service revolution. We are driven by a culture of innovation, collaboration, and continuous learning, and we are looking for passionate, technically minded professionals to join our team and help shape the future of IT.

Role Overview

As a Senior Tier 2 Customer Support Engineer at brighthush, you will be the second line of defense for our most complex, mission‑critical customer issues. You will work closely with our Tier 1 team, product engineering, and customer success partners to diagnose, troubleshoot, and resolve high‑impact incidents that involve Windows environments, Active Directory, SSO, RADIUS, and other identity‑related technologies. Your expertise will directly influence customer satisfaction, product reliability, and the overall success of our platform.

Key aspects of the role include:

• Providing expert, hands‑on support for Windows‑centric environments and identity solutions.
• Managing on‑call rotations and ensuring rapid response to critical incidents.
• Collaborating with cross‑functional teams to drive root‑cause analysis and permanent fixes.
• Documenting solutions, creating knowledge‑base articles, and mentoring junior engineers.

Key Responsibilities

• Incident Management: Receive, triage, and resolve escalated support tickets that involve Windows, Active Directory, Azure AD, SAML, SCIM, RADIUS, and related protocols.
• Root‑Cause Analysis: Conduct deep dives into complex technical problems, identify underlying causes, and recommend permanent solutions or workarounds.
• Collaboration: Work closely with Tier 1 support, product engineering, and customer success to ensure seamless handoffs and timely resolution of high‑priority incidents.
• Documentation: Author detailed, clear, and reusable knowledge‑base articles, troubleshooting guides, and internal playbooks.
• On‑Call Support: Participate in a rotating on‑call schedule (Monday‑Friday, 06:00‑15:00 MT) to provide 24/7 coverage for critical customer issues.
• Customer Advocacy: Act as a trusted advisor to customers, translating technical details into business‑impact insights and ensuring a positive support experience.
• Continuous Improvement: Identify recurring patterns, propose process enhancements, and contribute to the evolution of our support tooling and automation.

Essential Qualifications

• 5+ years of technical customer‑facing experience, preferably in a SaaS or cloud‑native environment.
• Minimum of 2 years handling mission‑critical escalations that require rapid, high‑impact resolution.
• Deep, hands‑on knowledge of Windows operating systems, Active Directory, Azure AD, SAML, SCIM, RADIUS, and related identity protocols.
• Proficiency in PowerShell, CMD, and scripting for automation and diagnostics.
• Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN technologies.
• Experience troubleshooting macOS, Linux (Ubuntu, Debian, RHEL, CentOS), and mobile device management (MDM) solutions.
• Excellent communication skills in both English and Portuguese, with the ability to explain complex technical concepts to non‑technical stakeholders.
• Demonstrated ability to work independently, prioritize tasks, and manage time effectively in a fast‑paced environment.

Preferred Qualifications

• Experience with cloud platforms such as AWS, Azure, or Google Cloud Platform.
• Familiarity with REST APIs, BASH scripting, and integration of third‑party identity providers.
• Knowledge of security best practices, including MFA, encryption, and compliance frameworks.
• Previous involvement in incident response, post‑mortem analysis, or service‑level improvement initiatives.
• Certifications such as Microsoft Certified: Azure Administrator Associate, CompTIA Security+, or similar.

Technical Skills & Competencies

• Operating Systems: Windows Server (2008/2012/2016/2019/2022), Windows 10/11, macOS, Linux (Ubuntu, Debian, RHEL, CentOS).
• Identity & Access Management: Active Directory, Azure AD, SAML, SCIM, RADIUS, LDAP, MFA.
• Scripting & Automation: PowerShell, CMD, BASH, Python (basic).
• Networking: TCP/IP, DNS, DHCP, VPN, firewall configuration.
• Cloud & SaaS: AWS, Azure, G Suite, Microsoft 365, and integration of SaaS applications.
• Tools: REST API clients, network analyzers, log aggregators, and ticketing systems.
• Soft Skills: Strong analytical thinking, problem‑solving, empathy, and teamwork.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. As a Tier 2 Customer Support Engineer, you will:

• Gain exposure to the full lifecycle of incident resolution, from triage to root‑cause analysis and permanent fixes.
• Collaborate with product engineers on feature design, bug fixes, and performance improvements.
• Participate in knowledge‑sharing sessions, internal workshops, and cross‑team hackathons.
• Advance to senior or lead roles within the support organization, or transition into product, engineering, or security roles.
• Earn certifications and attend industry conferences, with company sponsorship for relevant training.

Work Environment & Company Culture

brighthush is built on a foundation of transparency, respect, and continuous learning. Our remote‑first culture means you can work from anywhere in Brazil, while staying connected through:

• Weekly virtual town halls and team stand‑ups.
• Open‑door communication channels with leadership.
• Regular hackathons and innovation sprints.
• Inclusive diversity initiatives and employee resource groups.

We value work‑life balance, so we offer flexible working hours, generous paid time off, and a supportive environment that encourages you to bring your authentic self to work.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior technical support roles in Brazil.
• Performance‑based bonuses and equity options.
• Health, dental, and vision insurance for you and your dependents.
• Retirement savings plan with company match.
• Unlimited paid time off and flexible scheduling.
• Professional development stipend and access to online learning platforms.
• Team‑building retreats, virtual coffee chats, and wellness programs.

How to Apply

Ready to take the next step in your career and help shape the future of IT? Click the link below to submit your application and join the brighthush team.

Apply to brighthush – Senior Tier 2 Customer Support Engineer

Closing Statement

At brighthush, you will be part of a mission‑driven team that is redefining how organizations secure and manage their digital workforce. Your expertise will directly impact thousands of customers worldwide, ensuring they can focus on their core business while we handle the complexity of identity and device management.

If you are a seasoned technical support professional with a passion for Windows, identity, and customer success, we want to hear from you. Join us, and together we will build the next generation of secure, intelligent IT solutions.