Tier 1 Customer Support Engineer – Windows & Identity Management – Remote Brazil – brighthush

About brighthush

brighthush is a trailblazing AI‑powered unified IT management platform that empowers modern enterprises to secure their workforce with unprecedented ease and intelligence. By seamlessly integrating identity, device, and access management, brighthush delivers a single, scalable solution that protects human users and autonomous AI agents alike. Our mission is to transform complex IT environments into streamlined, risk‑optimized ecosystems where the right people and agents always have secure, timely access to the resources they need.

With a global customer base that spans Fortune 500s, mid‑market innovators, and public sector agencies, brighthush is at the forefront of the identity‑as‑a‑service revolution. We combine cutting‑edge AI, robust security protocols, and a developer‑friendly API to give our customers the flexibility and control they demand in today’s fast‑moving digital landscape.

Why Join brighthush?

At brighthush, we believe that technology is only as powerful as the people who build and support it. Our culture is built on three core values: Innovation, Collaboration, and Inclusion. We celebrate diverse perspectives, encourage bold experimentation, and reward ownership. As a remote‑first company, we give you the freedom to work from anywhere in Brazil while staying connected to a vibrant, distributed team that thrives on collaboration and continuous learning.

When you join brighthush, you’ll:

• Work with a high‑velocity SaaS product that is redefining IT security.
• Collaborate with world‑class engineers, product managers, and customer success leaders.
• Own the entire support lifecycle for Windows‑centric customers.
• Influence product roadmap through real‑world customer feedback.
• Grow your career through mentorship, learning stipends, and cross‑functional projects.

Role Overview

As a Tier 1 Customer Support Engineer, you will be the first line of defense for our Windows customers. You’ll diagnose, troubleshoot, and resolve high‑priority technical issues across multiple support channels, ensuring that our clients experience minimal downtime and maximum satisfaction. Your technical expertise, communication skills, and proactive mindset will directly impact our customer success metrics and product quality.

Key Responsibilities

• Multi‑Channel Support: Respond to customer inquiries via email, phone, chat, and remote web sessions with professionalism and speed.
• Ticket Management: Prioritize and manage a queue of high‑priority, complex tickets, ensuring timely resolution and escalation when necessary.
• Issue Reproduction & Debugging: Recreate customer problems in a controlled environment, analyze logs, and apply root‑cause analysis to deliver effective solutions.
• Cross‑Functional Collaboration: Work closely with Engineering, Product, and Learning teams to triage defects, provide feedback, and contribute to knowledge base updates.
• Customer Education: Partner with Account Managers and Implementation Engineers to onboard new customers and provide ongoing training on Windows and identity management best practices.
• Knowledge Base Development: Author, review, and maintain internal documentation and public support articles to elevate team knowledge and reduce repeat tickets.
• Process Improvement: Identify bottlenecks in support workflows and propose enhancements that improve customer experience and support engineer efficiency.
• On‑Call Participation: Commit to on‑call rotations to ensure 24/7 coverage for mission‑critical incidents.

Essential Qualifications

• Minimum 3 years of experience in a technical, customer‑facing role, preferably within a SaaS environment.
• At least 2 years of hands‑on experience handling mission‑critical incidents and escalations.
• Deep knowledge of the Windows ecosystem: Registry hives, Local Group Policy Objects (LGPOs), PowerShell & CMD, Windows Credential Manager, event logging, and experience across Windows Home, Pro, and Server editions.
• Solid understanding of Active Directory concepts: Domain forests, Group Policy Objects, Azure Active Directory, and user/group management.
• Proficiency in configuring and troubleshooting Single Sign‑On (SAML + SCIM) and RADIUS authentication.
• Strong networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Excellent written and verbal communication skills in English and Portuguese.
• Passion for continuous learning and staying current with emerging technologies.
• Ability to thrive in a fast‑changing, remote‑first environment.
• Availability for the Monday‑Friday 05:00‑14:00 MT shift.

Preferred Qualifications

• Experience with macOS administration: FileVault, Keychain, Apple MDM, and DEP.
• Hands‑on support for Linux distributions such as Ubuntu, Debian, RHEL, or CentOS.
• Knowledge of non‑Windows directory services (G Suite, AWS Directory Service, LDAP).
• Familiarity with REST APIs and scripting in PowerShell, CMD, or Bash.
• Experience providing live chat and phone support to technical customers.
• Comfort using AI tools to enhance productivity and a basic understanding of AI prompt engineering.
• Preference for candidates who use macOS hardware as their primary workstation.

Skills & Competencies

• Technical Troubleshooting: Ability to dissect complex issues, interpret logs, and apply systematic debugging techniques.
• Customer‑Centric Mindset: Empathy, patience, and a commitment to delivering a positive customer experience.
• Collaboration: Comfortable working with cross‑functional teams and building strong professional relationships.
• Time Management: Prioritize tasks effectively in a high‑volume environment.
• Adaptability: Quickly learn new tools, processes, and product features.
• Documentation: Produce clear, concise, and actionable knowledge base articles.

Career Growth & Learning Opportunities

At brighthush, your career path is defined by your ambition, not by a rigid hierarchy. As a Tier 1 support engineer, you’ll gain exposure to:

• Product development cycles and feature design sessions.
• Advanced technical training in identity, security, and cloud infrastructure.
• Mentorship from senior engineers and product leaders.
• Opportunities to transition into Tier 2/3 support, engineering, or product roles.
• Participation in hackathons, internal innovation challenges, and cross‑team projects.

We provide a generous learning stipend, access to industry conferences, and a culture that encourages experimentation and knowledge sharing.

Work Environment & Culture

brighthush is a fully remote, distributed organization that values flexibility, transparency, and inclusion. Our remote‑first approach means you can work from any location in Brazil while staying connected through:

• Daily stand‑ups and weekly all‑hands meetings via video.
• Collaborative tools such as Slack, Confluence, and Jira.
• Regular virtual coffee breaks and team‑building activities.
• A culture of psychological safety where ideas are welcomed and constructive feedback is the norm.

Compensation & Perks

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Competitive base salary aligned with market benchmarks.
• Equity options to share in the company’s long‑term success.
• Health, dental, and vision insurance for you and your dependents.
• Unlimited paid time off (PTO) to support work‑life balance.
• Flexible work hours within the defined shift to accommodate personal commitments.
• Monthly wellness stipend for gym memberships, meditation apps, or other self‑care activities.
• Technology allowance to equip your home office with the latest hardware and software.
• Professional development budget for courses, certifications, and conferences.
• Annual company‑wide retreat (virtual or in‑person) to foster community and collaboration.

How to Apply

If you are a proactive, technically adept support professional who thrives in a fast‑paced SaaS environment, we want to hear from you. Please submit your résumé along with a brief cover letter explaining why you would be a great fit for brighthush and how your experience aligns with the responsibilities and qualifications outlined above.

All applications will be reviewed by our hiring team, and we will contact qualified candidates for the next steps. brighthush is an equal‑opportunity employer and welcomes applicants from all backgrounds.

Important Note on Remote Work

brighthush is committed to a remote‑first model. Candidates must be located in Brazil and authorized to work in the country. While the role is remote, you will be expected to participate in on‑call rotations and be available during your assigned shift to ensure uninterrupted support coverage.

Security & Scam Awareness

To protect our community, brighthush will never request personal financial information, payment, or a check for equipment during the hiring process. All official communications will come from our verified email domain (@brighthush.com). If you receive suspicious messages claiming to represent brighthush, please report them immediately with the subject line “Scam Notice.”

Ready to Join brighthush?

Embark on a career where your technical expertise directly empowers businesses worldwide. Bring your passion for Windows, identity, and customer success to a team that values innovation, collaboration, and growth. Apply today and help shape the future of secure, AI‑driven IT management.