Senior Customer Success Engineer – Advanced Technical Escalation & Enterprise Security Solutions at brighthush

About brighthush

brighthush is a global leader in identity security, redefining how organizations protect the most valuable asset in the digital age: identity. Our platform delivers continuous, context‑aware control over human and machine access across on‑premises, multi‑cloud, and short‑lived environments. By combining just‑in‑time authorization, real‑time risk scoring, and auditable decision context, brighthush enables enterprises to enforce Zero Standing Privilege without sacrificing usability or agility.

With a mission to empower the world’s largest organizations to safeguard what matters most, brighthush is at the forefront of the identity and access management (IAM) revolution. Our solutions are trusted by Fortune 500 companies, government agencies, and high‑growth tech firms alike, and we are expanding our footprint across the globe through a culture of innovation, collaboration, and relentless customer focus.

Position Summary

The Senior Customer Success Engineer (Senior CSE) is a pivotal technical role within brighthush’s Customer Success organization. As the ultimate escalation point for the most complex, high‑impact technical challenges, you will serve as a subject‑matter expert, mentor, and process architect. Your work will directly influence customer satisfaction, product roadmap, and the overall effectiveness of the Customer Success team.

This non‑billable, full‑time role supports Customer Success Managers (CSMs) across the entire brighthush product portfolio (excluding FastPath). You will operate with a high degree of autonomy, collaborating with engineering, product, and support teams to resolve escalated issues, drive root‑cause analysis, and develop scalable knowledge assets.

What You’ll Do

• Technical Escalation Lead: Serve as the top‑tier technical escalation point for CSMs and CSEs on the most complex, multi‑product, or high‑severity issues involving brighthush’s product suite.
• Root‑Cause Analysis: Lead deep dives into persistent or cross‑functional technical challenges, coordinating with engineering, product, and support to drive resolution and communicate findings to stakeholders.
• Strategic Advisory: Provide expert guidance to CSMs on architecture reviews, integration strategies, and optimization recommendations for brighthush’s largest and most complex enterprise accounts.
• Mentorship & Coaching: Mentor and coach CSE peers, sharing troubleshooting methodologies, product knowledge, and customer engagement techniques to build team‑wide self‑sufficiency.
• Knowledge Asset Development: Create, maintain, and evolve technical knowledge base content, runbooks, and best‑practice documentation that enable CSMs and CSEs to resolve common issues independently.
• Product Feedback Loop: Identify patterns in escalated issues to proactively recommend product improvements, inform roadmap priorities, and contribute to beta testing and early access programs.
• Customer Engagement: Engage directly with customers at a senior technical level when escalated, representing brighthush’s expertise while ensuring the CSM retains the primary relationship.
• Process & Metrics: Collaborate with Customer Success leadership to shape team processes, define escalation criteria, and establish metrics for measuring CSE impact.
• Industry Insight: Stay current on industry trends, emerging threats, and the competitive landscape in IAM and identity security to inform customer conversations and internal strategy.
• Boundary Management: Maintain clear boundaries with Professional Services; this role does not involve billable implementations, custom development, or long‑term customer assignments.

Escalation & Assignment Process

Senior CSE engagements follow the same structured process as standard CSE assignments. CSMs raise escalation tickets, which the CSE team evaluates for relevance. The Senior CSE is assigned temporarily to the issue, not the customer or CSM. Senior CSEs are engaged for issues requiring advanced expertise, cross‑functional coordination, or strategic significance, and may also be proactively deployed for high‑risk accounts or critical situations at the discretion of CS leadership.

What You’ll Bring

• Experience: 7+ years in a senior technical customer‑facing role such as Senior Solutions Engineer, Technical Lead, or Senior Support Engineer.
• Education: Bachelor’s degree with a STEM focus or equivalent experience; advanced degree or industry certifications (e.g., CISSP, CCSP, Security+) preferred.
• Domain Expertise: Deep cybersecurity experience in IAM, with strong knowledge of PAM concepts, architectures, and competitive solutions.
• Leadership: Proven ability to lead complex, cross‑functional technical engagements with minimal supervision.
• Mentorship: Track record of mentoring and developing technical talent.
• Technical Environment: Experience working with enterprise‑grade environments including Active Directory, cloud platforms (AWS, Azure, GCP), SIEM/SOAR integrations, and identity governance frameworks.
• Communication: Strong written and verbal communication skills, capable of conveying complex technical concepts to executive and non‑technical stakeholders.
• Analytical Mindset: Ability to identify systemic issues and drive process improvements.

Skills & Competencies

• Advanced troubleshooting and root‑cause analysis
• Cross‑functional collaboration and stakeholder management
• Documentation and knowledge base creation
• Strategic thinking and product roadmap influence
• Mentoring and coaching abilities
• Proficiency with IAM, PAM, AD, SSO, MFA, and cloud identity services
• Experience with SIEM, SOAR, and identity governance tools
• Strong analytical and problem‑solving skills
• Excellent communication and presentation skills

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a Senior CSE, you will:

• Lead high‑impact projects that shape the future of identity security.
• Collaborate with senior leaders across product, engineering, and sales to influence strategic direction.
• Participate in continuous learning programs, including advanced cybersecurity certifications, leadership workshops, and industry conferences.
• Take ownership of mentorship programs, helping to build the next generation of Customer Success leaders.
• Explore lateral moves into Product Management, Technical Program Management, or Security Architecture roles.

Work Environment & Company Culture

brighthush fosters a culture of innovation, collaboration, and empowerment. Our core values—Spirited, Trust, Respect, Ownership, Nimble, Global—guide every interaction and decision. We celebrate diversity, encourage open dialogue, and reward initiative. Whether you work from our Redwood City headquarters or from anywhere in the United States, you’ll find a supportive, inclusive environment that values your contributions and promotes work‑life balance.

Compensation & Benefits

We offer a competitive total rewards package that reflects your expertise and the value you bring to brighthush:

• Base Salary: $90,000 – $120,000 per year (commensurate with experience)
• Bonus: Performance‑based bonus program aligned with company and individual goals.
• 401(k) Matching: Up to 5% company match.
• Health & Wellness: Comprehensive medical, dental, and vision plans; mental health resources; wellness stipend.
• Life & Disability Insurance: Group life and short‑term/long‑term disability coverage.
• Paid Time Off: Generous PTO policy, including vacation, sick leave, and personal days.
• Paid Holidays: Company‑wide paid holidays.
• Professional Development: Reimbursement for certifications, conferences, and training courses.
• Remote Flexibility: Fully remote or hybrid options for eligible roles.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven team that is changing the way the world secures identity. You’ll work alongside passionate problem‑solvers, gain exposure to cutting‑edge technology, and enjoy a culture that rewards innovation and collaboration. Your contributions will directly impact the security posture of some of the world’s most influential organizations.

Equal Opportunity Employer

brighthush is an Equal Opportunity and affirmative action employer. We prohibit discrimination and harassment of any type, including race, color, religion, age, sex, national origin, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

Application Process

Upon conditional offer, candidates will be required to complete a comprehensive background check, verification of education, and verification of employment. Publicly posted social media may also be reviewed as part of the hiring process.

Job Details

• Category: Customer Success
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote (United States) or Redwood City, CA
• Salary: USD 90,000 – 120,000 per year
• Languages: English

Apply Today

Ready to take your career to the next level? Join brighthush and help shape the future of identity security.