Seasoned Remote Team Lead – Customer Support & Technical Escalations for a Distributed SaaS Innovator

About brighthush

brighthush is redefining the way teams connect and collaborate across the globe. Our mission is simple: build a future for the Internet that is secure, intuitive, and accessible to everyone—no matter where they are. From hobbyists experimenting in their garages to multinational corporations scaling their digital infrastructure, brighthush’s software empowers users to protect their networks, share access to internal tools, and keep their data safe. Founded in 2019, brighthush has grown into a fully distributed organization that values flexibility, transparency, and a culture of continuous learning. We are backed by leading investors who share our vision for a safer, more connected world.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity, mission‑driven team that thrives on solving complex problems. We believe that great customer support is the cornerstone of a great product, and we’re looking for a leader who can inspire, coach, and elevate a team of talented support engineers. If you’re passionate about technology, love mentoring others, and want to make a tangible impact on how millions of users experience the Internet, brighthush is the place for you.

Key Responsibilities

• Lead day‑to‑day operations for a team of 8–10 support engineers, ensuring that every ticket is handled with speed, accuracy, and empathy.
• Design and execute a comprehensive onboarding program that equips new hires with the technical knowledge and cultural values of brighthush.
• Conduct regular one‑on‑ones, performance reviews, and career‑coaching sessions to foster growth, engagement, and retention.
• Maintain SLA/SLO compliance by monitoring response and resolution times, and proactively addressing bottlenecks in the queue.
• Serve as the internal escalation point for complex technical issues and challenging customer situations, collaborating closely with engineering and product teams.
• Align team activities with the strategic roadmap set by the VP of Customer Engineering, translating high‑level goals into actionable tasks.
• Partner with Customer Experience (CX) Operations to refine workflows, improve tooling (Jira, Incident.io, Kapa.ai, PagerDuty), and automate repetitive tasks.
• Perform quality assurance reviews on support tickets to ensure technical accuracy, brand consistency, and a delightful customer experience.
• Analyze support data, CSAT scores, and trend reports to identify areas for improvement and present findings to leadership.
• Champion a data‑driven culture by tracking key metrics such as CSAT, Time‑to‑First‑Response (TTFR), and Time‑to‑Resolution (TTR).

Essential Qualifications

• Minimum of 4 years of experience in a technical support role within a SaaS environment.
• At least 1 year of proven leadership, management, or formal mentoring experience.
• Strong technical foundation in networking fundamentals: TCP/IP, DNS, firewalls, routing, and basic troubleshooting of Linux, macOS, and Windows.
• Proficiency with identity management and SSO integrations (e.g., brighthush, Azure AD, brighthush).
• Experience with container orchestration (k8s) is a plus.
• Excellent communication skills, with the ability to translate complex technical concepts to both customers and internal stakeholders.
• Data‑driven mindset: comfortable working with metrics, dashboards, and reporting tools.
• Thrives in a fast‑paced, distributed environment with competing priorities.

Preferred Qualifications

• Hands‑on experience with incident management platforms such as PagerDuty and Incident.io.
• Background in building or improving internal support tooling (e.g., Kapa.ai, custom knowledge bases).
• Experience in a high‑growth startup or scale‑up setting, where processes evolve rapidly.
• Knowledge of security best practices and compliance frameworks (e.g., SOC 2, ISO 27001).
• Previous exposure to customer‑facing roles in the cybersecurity or networking space.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, mentor, and develop a high‑performing team.
• Technical Acumen: Deep understanding of networking, cloud infrastructure, and identity solutions.
• Process Optimization: Skilled at mapping workflows, identifying inefficiencies, and implementing automation.
• Customer‑Centric Mindset: Passionate about delivering exceptional support experiences.
• Analytical Thinking: Strong ability to interpret data, spot trends, and recommend actionable improvements.
• Communication: Clear, concise, and persuasive in both written and verbal interactions.
• Adaptability: Comfortable navigating ambiguity and driving change in a dynamic environment.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Team Lead, you will:

• Lead cross‑functional initiatives that expose you to product, engineering, and sales teams.
• Participate in leadership training programs that sharpen your strategic thinking and decision‑making.
• Earn a yearly stipend of $1,500 for courses, certifications, or conferences that align with your career goals.
• Benefit from mentorship from senior leaders who have navigated similar growth trajectories.
• Have clear pathways to senior leadership roles such as Director of Customer Engineering or VP of Customer Success.

Work Environment & Culture

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

• Inclusive hiring practices that celebrate diverse voices and backgrounds.
• Transparent communication—weekly all‑hands meetings, open‑door policy, and real‑time feedback loops.
• Work‑life balance: generous paid time off, flexible scheduling, and a “no‑meeting” day each month.
• Community engagement: virtual social events, in‑person retreats, and a corporate co‑working program at brighthush‑owned spaces.
• Health & Wellness: comprehensive group benefits covering health, vision, dental, and mental‑health resources.
• Parental leave: generous paid leave from day one, with top‑ups for up to 26 weeks.

Compensation & Benefits

While the base salary for this role is competitive within the industry, we also offer:

• Equity incentive plan that aligns your success with the company’s growth.
• Variable commission for quota‑based roles (if applicable).
• Monthly home‑internet reimbursement and a $1,000 stipend to build your ideal home office.
• Unlimited paid time off policy to support personal and professional commitments.
• Health, vision, dental, and mental‑health coverage with no waiting period.
• Access to a curated library of learning resources, books, and tech Apply for this job