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About brighthush
brighthush is redefining how teams connect, collaborate, and secure their digital environments. From hobbyists to Fortune‑500 enterprises, our distributed network platform makes secure, private connectivity effortless—no matter where people or devices are located. Founded in 2019, brighthush has grown into a global community of engineers, product leaders, and support professionals who share a single mission: to build an Internet that is safe, simple, and accessible for everyone.
Why brighthush?
At brighthush, we believe that great support is the heartbeat of a great product. Our customer‑first culture means that every engineer, from Tier 1 to Tier 3, has a direct impact on user experience. We’re a fully remote, distributed team that values flexibility, continuous learning, and authentic collaboration. If you thrive in a fast‑moving, high‑impact environment and want to help shape the future of secure networking, brighthush is the place for you.
Role Overview
As a Tier 1 Customer Support Engineer, you will be the first line of technical assistance for our diverse user base. You’ll resolve a wide range of configuration and networking issues, maintain high customer satisfaction, and collaborate with cross‑functional teams to identify and eliminate friction points. Your work will directly influence product improvements and help us deliver a friction‑free experience to thousands of users worldwide.
Key Responsibilities
- Serve as the primary technical resource for less complex tickets, troubleshooting configuration, connectivity, and performance issues across macOS, Windows, Linux, and mobile OSes.
- Manage a high‑velocity ticket queue, consistently meeting or exceeding time‑to‑first‑response and time‑to‑resolution targets.
- Document solutions in our internal knowledge base, ensuring that information is clear, accurate, and accessible to both technical and non‑technical audiences.
- Maintain a high CSAT score by providing empathetic, concise, and actionable guidance to users.
- Collaborate with the Product and Engineering teams to surface recurring pain points and advocate for product enhancements.
- Participate in on‑call rotations and incident response as needed, ensuring that critical issues are addressed promptly.
- Use tools such as Jira, Slack, and our internal ticketing system to track progress, communicate status, and coordinate with teammates.
- Continuously expand your technical knowledge of networking fundamentals, DNS, IP addressing, firewalls, routing, and cloud infrastructure.
Essential Qualifications
- Proven experience in a technical support or customer‑success role, preferably in networking or SaaS.
- Strong foundational knowledge of networking concepts: DNS, DHCP, VPN, NAT, routing, and firewall rules.
- Hands‑on troubleshooting skills across multiple operating systems (macOS, Windows, Linux, iOS, Android).
- Excellent written communication skills—able to explain complex technical concepts in plain language.
- Proficiency with collaboration tools such as Jira, Slack, and remote desktop solutions.
- Self‑motivated, detail‑oriented, and comfortable working in a distributed environment.
- Demonstrated curiosity and a tinkerer’s mindset—personal projects, homelabs, or open‑source contributions are a plus.
Preferred Qualifications
- Experience with VPN or zero‑trust networking solutions.
- Knowledge of cloud platforms (AWS, GCP, Azure) and containerized environments.
- Familiarity with scripting languages (Bash, Python, PowerShell) for automation.
- Previous exposure to incident‑management processes and post‑mortem analysis.
- Experience in a high‑volume support environment with SLA commitments.
Skills & Competencies
- Technical troubleshooting and problem‑solving.
- Customer empathy and communication.
- Time management and prioritization.
- Collaboration across remote teams.
- Adaptability to evolving technologies.
- Continuous learning mindset.
Career Growth & Learning Opportunities
At brighthush, we invest heavily in your professional development:
- Annual stipend of $1,500 for courses, certifications, or conferences.
- Mentorship programs pairing you with senior engineers and product leaders.
- Clear promotion paths from Tier 1 to Tier 2/3 support, and eventually to Product or Engineering roles.
- Opportunity to contribute to open‑source projects and internal knowledge‑sharing sessions.
- Regular hackathons and innovation challenges to experiment with new ideas.