Tier 1 Customer Support Engineer – Technical Troubleshooting & Customer Success Specialist

About brighthush

brighthush is redefining how teams connect, collaborate, and secure their digital environments. Founded in 2019, we have grown from a small, fully distributed startup into a global community of engineers, designers, and product leaders who are passionate about building a safer, simpler, and more reliable Internet. Our flagship software enables secure, zero‑trust networking for individuals, small teams, and large enterprises alike, allowing anyone to share resources and protect data without the complexity of traditional VPNs.

We are backed by leading venture capital firms and have earned a reputation for innovation, speed, and a culture that values transparency, ownership, and continuous learning. At brighthush, we believe that the best solutions are built by diverse teams who are empowered to experiment, fail fast, and iterate quickly.

About the Role

Are you a hands‑on problem solver who thrives on turning complex technical challenges into simple, elegant solutions? Do you enjoy communicating with users from all walks of life and turning their frustrations into moments of delight? If so, the Tier 1 Customer Support Engineer position at brighthush is your next career move.

In this role, you will be the first line of defense for our global user base. You’ll handle a high volume of support tickets, diagnose and resolve configuration and networking issues, and collaborate closely with our product and engineering teams to drive product improvements. Your work will directly influence user satisfaction, product adoption, and the overall health of our platform.

We are looking for a motivated, technically curious individual who can balance speed with depth, empathy with precision, and who is eager to grow into a senior support or product role over time.

Key Responsibilities

• Ticket Management & Resolution: Respond to and resolve a high volume of Tier 1 support tickets, ensuring timely first responses and efficient problem resolution.
• Technical Troubleshooting: Diagnose and fix configuration, connectivity, and performance issues across macOS, Windows, Linux, and mobile platforms.
• Customer Advocacy: Serve as the voice of the customer within the company, translating user pain points into actionable product feedback.
• Process Improvement: Identify recurring issues, propose solutions, and work with cross‑functional teams to streamline support workflows and reduce friction.
• Documentation & Knowledge Base: Create clear, concise, and reusable troubleshooting guides, FAQs, and internal knowledge articles to empower both users and teammates.
• Metrics & Reporting: Track key performance indicators such as time to first response, time to resolution, and CSAT scores; use data to drive continuous improvement.
• Collaboration: Partner with the Tier 1 Support Team Lead, product managers, and engineers to prioritize bugs, feature requests, and release notes.

What We Are Looking For

• Tinkerer’s Mindset: A natural curiosity about how things work, demonstrated through personal projects, homelabs, or open‑source contributions.
• Networking Fundamentals: Solid understanding of DNS, IP addressing, firewalls, routing, and basic network troubleshooting.
• Cross‑Platform Proficiency: Experience troubleshooting across macOS, Windows, Linux, and mobile operating systems.
• Communication Skills: Ability to explain complex technical concepts in simple, empathetic language, both written and verbal.
• Tool Familiarity: Comfortable using Jira, Slack, and other collaboration tools to manage tickets and communicate with teammates.
• Learning Agility: A proactive approach to learning new technologies and staying current with evolving infrastructure tools.

Essential Qualifications

• 2+ years of experience in technical support, help desk, or a related role.
• Hands‑on experience with networking protocols and troubleshooting tools.
• Strong problem‑solving skills and the ability to work independently in a fast‑paced environment.
• Excellent written communication skills in English.
• Experience with remote work and distributed team collaboration.

Preferred Qualifications

• Experience with zero‑trust networking or VPN technologies.
• Knowledge of cloud platforms (AWS, GCP, Azure) and containerization (Docker, Kubernetes).
• Familiarity with scripting languages such as Bash, Python, or PowerShell.
• Previous involvement in open‑source communities or contributions to public code repositories.
• Experience with customer success metrics and continuous improvement frameworks.

Skills & Competencies

• Technical Aptitude: Quick to learn new tools, protocols, and systems.
• Customer‑Centric Mindset: Passion for delivering exceptional user experiences.
• Analytical Thinking: Ability to dissect complex problems and identify root causes.
• Time Management: Prioritize tasks effectively in a high‑velocity environment.
• Collaboration: Work seamlessly with cross‑functional teams across time zones.
• Adaptability: Thrive in a rapidly evolving product landscape.

Career Growth & Learning Opportunities

At brighthush, we believe that every team member has the potential to grow. As a Tier 1 Support Engineer, you will:

• Gain deep product knowledge and become a subject matter expert on our networking platform.
• Participate in mentorship programs and receive coaching from senior engineers and product leaders.
• Access a dedicated budget for professional development, including conferences, courses, and certifications.
• Move into senior support roles, product management, or engineering positions based on performance and interest.
• Contribute to open‑source projects and community initiatives that shape the future of secure networking.

Work Environment & Company Culture

brighthush is a fully remote, distributed company that values flexibility, autonomy, and inclusion. Our culture is built on:

• Transparency: Open communication channels, regular all‑hands meetings, and accessible decision‑making.
• Ownership: Empowerment to own projects, make decisions, and drive impact.
• Diversity & Inclusion: A commitment to creating an environment where everyone feels respected and heard.
• Work‑Life Balance: Flexible schedules, unlimited paid time off, and a focus on outcomes rather than hours.
• Community: Regular virtual socials, hackathons, and occasional in‑person retreats across the globe.

Compensation & Benefits

We offer a competitive total compensation package that includes:

• Base Salary: Competitive market rates (UK range: £49,770—£78,210 GBP).
• Equity: Stock options that align your success with the company’s growth.
• Health & Wellness: Comprehensive health, vision, dental, and mental health coverage with no waiting period.
• Retirement: Employer‑matched retirement contributions up to 0.75% of eligible compensation.
• Paid Time Off: Unlimited PTO, paid parental leave (20 weeks for birthing parents, 16 weeks for non‑birthing parents), and flexible sick leave.
• Home Office Stipend: $500 USD to customize your workspace, plus monthly home internet reimbursement.
• Professional Development: $1,500 USD annually for courses, certifications, or conferences.
• Remote Work Perks: Access to corporate co‑working spaces, travel stipends for in‑person events, and a flexible work schedule.

How to Apply

Ready to join a team that values curiosity, ownership, and impact? Click the button below to submit your application and start your journey with brighthush.

Apply to This Job

Closing Statement

At brighthush, we’re building more than a product – we’re building a community of people who are passionate about making the Internet safer and more accessible. If you’re excited to solve real‑world problems, collaborate with talented engineers, and grow your career in a supportive, inclusive environment, we want to hear from you. Join us and help shape the future of secure networking.