Senior Customer Security Analyst – Managed Detection & Response (MDR) – Remote – Driving Proactive Cyber Defense at brighthush

About brighthush

brighthush is a global leader in cybersecurity, dedicated to protecting the digital lives of individuals and organizations worldwide. Our mission is simple yet profound: to secure the future of the internet by combining cutting‑edge technology with bold, innovative thinking. At brighthush, we believe that every customer deserves a trusted partner who not only defends against threats but also empowers them to thrive in an increasingly connected world.

We operate at the intersection of technology, data science, and human insight. Our culture is built on five core values—Disruption, Collaboration, Execution, Integrity, and Inclusion—that guide every decision, every product, and every interaction. We weave artificial intelligence into the fabric of our solutions, enabling faster detection, smarter response, and deeper threat intelligence for our clients.

Whether you’re a seasoned security professional or a passionate newcomer, brighthush offers a dynamic environment where your ideas matter, your growth is accelerated, and your impact is tangible. Join us and help shape the future of cybersecurity.

Your Impact

As a Senior Customer Security Analyst on the brighthush Managed Detection & Response (MDR) team, you will be the primary bridge between our MDR analysts and the customers we serve. Your role is pivotal in translating complex technical findings into clear, actionable communication that keeps customers informed, supported, and confident throughout their security journey.

You will:

• Serve as the first point of contact for customers during incident investigations, ensuring timely and accurate updates.
• Translate technical incident response activity into concise, customer‑friendly communication.
• Guide customers through onboarding, configuration, and transition to MDR services.
• Collaborate closely with MDR analysts to address customer questions about threats, incidents, and investigations.
• Own the entire communication lifecycle during active incidents, from initial alert to final resolution.
• Advocate for customer needs across product, engineering, and broader teams to ensure swift, effective resolution.
• Maintain consistency and quality in how findings, threat intelligence, and recommendations are shared externally.

Key Responsibilities

Customer Engagement & Support

• Respond to and triage incoming customer communications, including alerts, reports, and incident inquiries.
• Provide proactive, clear, and timely updates to customers during incident investigations.
• Ensure customers feel informed, supported, and confident in the MDR partnership.

Onboarding & Implementation

• Lead the onboarding process for new customers, ensuring a smooth setup and transition to MDR services.
• Collaborate with technical teams to configure and optimize detection rules, dashboards, and reporting.
• Educate customers on best practices for threat detection, incident response, and security posture improvement.

Incident Management & Communication

• Own the communication lifecycle during active incidents, ensuring clarity, alignment, and timely next steps.
• Translate complex technical details into customer‑friendly language without compromising accuracy.
• Escalate and advocate for customer issues internally, working with product, engineering, and other stakeholders.

Continuous Improvement & Knowledge Sharing

• Contribute to the development of playbooks, templates, and best‑practice guides for incident communication.
• Share insights and lessons learned with the broader MDR team to enhance overall service quality.
• Stay current on emerging threats, attack trends, and industry developments to provide informed guidance to customers.

Essential Qualifications

• Minimum of 2 years in a customer‑facing cybersecurity role (professional services, customer success, or support).
• Hands‑on experience with Tier 1/2 Security Operations Center (SOC) analyst duties.
• Deep understanding of attack trends, threat detection, and incident response processes.
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