Seasoned Customer Support Team Lead – Technical Troubleshooting, Process Optimization, and Leadership in SaaS Networking Solutions at brighthush

About brighthush

In a world where connectivity is the backbone of every business, brighthush is pioneering the next wave of secure, cloud‑native networking. Since our founding in 2019, we have grown from a small distributed startup into a high‑growth, venture‑backed company that empowers teams of all sizes to collaborate safely, no matter where they are. Our mission is simple yet ambitious: to build the next generation of the Internet by delivering reliable, effortless networking software that keeps people and data connected in a digital, distributed world.

At brighthush, we thrive on transparency, curiosity, and a relentless focus on customer success. Our culture is built around empowering individuals to own their work, experiment boldly, and grow together. If you’re passionate about technology, customer experience, and leading high‑performing teams, you’ll find a home here.

Role Overview

We’re looking for a dynamic Customer Support Team Lead to become a player‑coach for a talented group of 8–10 support engineers. In this role, you will blend hands‑on technical expertise with strategic leadership to ensure that every customer interaction reflects the highest standards of quality, speed, and empathy. You’ll collaborate closely with the VP of Customer Engineering, product, and operations teams to shape the support experience, drive process improvements, and translate customer insights into product enhancements.

Why brighthush?

• Remote‑first, fully distributed workforce with flexible work hours.
• Inclusive culture that celebrates diverse voices and encourages authentic self‑expression.
• Competitive total compensation package: base salary, equity, and performance‑based incentives.
• Generous professional development budget, paid time off, and a generous parental leave program.
• Opportunities to travel for in‑person retreats, team off‑sites, and collaborative sessions across North America and Europe.
• Access to cutting‑edge tools, mentorship, and a clear path for career advancement.

Key Responsibilities

• Team Leadership & Development – Mentor, coach, and grow a high‑performing support squad. Conduct regular 1:1s, performance reviews, and career‑path discussions.
• Operational Excellence – Own the day‑to‑day support workflow, ensuring SLA/SLO compliance for response and resolution times.
• Escalation Management – Serve as the primary escalation point for complex technical issues and challenging customer situations.
• Strategic Alignment – Translate the VP of Customer Engineering’s roadmap into actionable team goals and metrics.
• Process & Tool Optimization – Partner with CX Operations to refine ticketing, incident, and knowledge‑base workflows using tools such as Jira, Incident.io, Kapa.ai, and PagerDuty.
• Quality Assurance – Perform regular QA reviews on tickets to maintain technical accuracy, brand voice, and compliance with internal standards.
• Data‑Driven Insights – Analyze CSAT, TTR, TTFR, and other support metrics; surface trends and recommend improvements to leadership.
• Customer Advocacy – Act as the voice of the customer within product and engineering teams, ensuring that user pain points are addressed in future releases.

Essential Qualifications

• 4+ years of experience in a technical support role within a SaaS environment.
• 1+ year of proven leadership, management, or formal mentoring experience.
• Strong technical foundation in networking fundamentals: TCP/IP, DNS, firewalls, routing, and VPN concepts.
• Hands‑on experience with identity management and SSO integrations (Okta, Azure AD, Google Workspace).
• Proficiency in supporting multiple operating systems (Linux, macOS, Windows).
• Track record of optimizing support workflows and tooling to improve efficiency and customer satisfaction.
• Data‑driven mindset: ability to track, analyze, and act on metrics such as CSAT, TTFR, and TTR.
• Excellent communication skills, capable of translating complex technical concepts to both customers and internal stakeholders.
• Comfortable working in a fast‑paced, distributed environment with competing priorities.

Preferred Qualifications

• Experience with Kubernetes networking and security concepts.
• Background in cloud networking (AWS, GCP, Azure) and network security best practices.
• Familiarity with incident‑management platforms (PagerDuty, Opsgenie) and knowledge‑base systems.
• Experience leading cross‑functional initiatives that bridge support, product, and engineering.
• Certifications such as CCNA, CCNP, or equivalent.

Skills & Competencies

• Leadership & Coaching – Ability to inspire, develop, and retain top talent.
• Technical Acumen – Deep understanding of networking, security, and identity management.
• Customer‑Centric Mindset – Passion for delivering exceptional service and turning feedback into action.
• Process Improvement – Skilled at mapping, analyzing, and redesigning workflows for maximum efficiency.
• Data Analysis – Comfortable with dashboards, reporting, and deriving insights from large data sets.
• Communication – Clear, concise, and persuasive, both written and verbal.
• Adaptability – Thrives in a dynamic, distributed environment with evolving priorities.

Career Growth & Learning Opportunities

At brighthush, we believe that learning never stops. As a Team Lead, you’ll have access to:

• Annual professional development stipend of $1,500 USD to attend conferences, workshops, or online courses.
• Mentorship programs pairing you with senior leaders across the organization.
• Clear promotion paths: from Team Lead to Senior Team Lead, Manager, and beyond.
• Cross‑functional projects that expose you to product, engineering, and sales teams.
• Opportunity to influence product roadmap through customer insights and support data.

Work Environment & Company Culture

Our distributed model means you can work from anywhere with reliable Wi‑Fi. We support:

• Monthly home‑office stipend of $1,000 USD to build your ideal workspace.
• Monthly internet reimbursement to keep you connected.
• Access to a corporate co‑working program at WeWork or similar spaces near you.
• Regular virtual coffee chats, game nights, and in‑person retreats across North America and Europe.
• Inclusive hiring practices and a commitment to diversity, equity, and inclusion.

Compensation & Benefits

We offer a competitive total compensation package that includes:

• Base salary in the range of $160,000 – $200,000 USD (subject to experience and skill set).
• Equity grant as part of our incentive plan.
• Health, vision, and dental coverage for you and your family with no waiting period.
• Paid time off (PTO) and a flexible vacation policy.
• Generous parental leave program starting from day one, with top‑ups up to 26 weeks.
• Annual professional development stipend of $1,500 USD.
• Access to mental health resources and wellness programs.
• Annual company retreat and team off‑sites.

How to Apply

Ready to lead a world‑class support team and shape the future of secure networking? Click the link below to submit your application and join the brighthush family.

Apply to this job

Closing Statement

At brighthush, we’re building more than software—we’re building a community of passionate, high‑impact professionals who thrive on solving complex problems and delivering world‑class customer experiences. If you’re a seasoned support leader with a technical mindset, a love for coaching, and a drive to make a measurable difference, we want to hear from you. Join us and help shape the next generation of the Internet.