Brighthire - Support Engineer

Tier 1 Support Engineer

Role Overview As a Tier 1 Support Engineer, you are the first line of support engineer when customers encounter issues. Your rapid investigations and clear communication ensure users stay productive and confident in BrightHire. By resolving problems, or routing them to the right people, you keep our service reliable and our customers delighted.

Key Responsibilities

• Receive escalated support tickets and investigate using documentation, admin tooling, codebase, and SQL.
• Diagnose issues, decide whether to answer, fix, or escalate, and follow through to resolution.
• Prioritize concurrent requests and provide timely status updates to customers and internal teams.
• Update internal help articles and knowledge bases to reflect common solutions.
• Add or refine simple features in the admin portal with Python, SQL, and JavaScript.
• Expand our internal AI chatbot by tuning prompts, enhancing capabilities, keeping documentation up to date, and ingesting new knowledge sources.

Required Qualifications

• Junior-level software engineering skills in Python, JavaScript/TypeScript, and SQL.
• Strong debugging mindset with comfort reading logs, stack traces, and database queries.
• Proven ability to prioritize tasks and manage time independently.
• Excellent written and verbal English for professional, empathetic communication.
• Based in South America with reliable internet and working hours between US Eastern and US Pacific Time.

Nice-to-Have Skills

• Experience in B2B SaaS or recruiting/HR technology environments.
• Familiarity with ticketing and observability tools such as Linear, Zendesk, Jira, or Datadog.
• Exposure to AI/LLM tools or maintaining conversational chatbots.