Senior Customer Support Engineer – Network Security & Cloud Policy Management – Remote at brighthush

Introduction: Join brighthush, the Vanguard of Modern Network Security

At brighthush, we’re redefining how enterprises protect their digital assets in an era of hybrid clouds, micro‑segmentation, and ever‑evolving cyber threats. Our flagship platform delivers real‑time asset visibility, continuous compliance, and automated policy enforcement across on‑prem, cloud, and hybrid environments. With a growing customer base of more than 1,700 organizations, we empower security teams to govern complex infrastructures from a single, intuitive console.

As a Senior Customer Support Engineer, you’ll be the frontline champion for our customers, turning technical challenges into opportunities for delight and trust. Your expertise will shape the customer experience, influence product evolution, and directly impact the success of the businesses that rely on brighthush to keep their networks secure.

Why brighthush? A Culture of Innovation, Collaboration, and Impact

• Remote‑First, Global Team – Work from anywhere while collaborating with engineers, product managers, and sales teams across multiple time zones.
• Continuous Learning – We invest in certifications, internal training, and knowledge sharing to keep your skill set cutting‑edge.
• Ownership & Autonomy – Own the full lifecycle of support tickets, from triage to resolution, and influence product roadmap through customer insights.
• Inclusive & Equitable – We celebrate diversity and provide equal opportunities for all employees, regardless of background.
• Impactful Work – Every ticket you resolve strengthens the security posture of real businesses, making your work both meaningful and measurable.

Key Responsibilities

As a Senior Customer Support Engineer, you’ll be responsible for delivering world‑class support across multiple channels while ensuring high customer satisfaction and product reliability.

• Manage a high volume of support tickets, prioritizing based on urgency, impact, and contractual obligations.
• Provide expert troubleshooting via chat, email, phone, and video conferencing, ensuring clear, concise, and empathetic communication.
• Reproduce and isolate customer issues in isolated lab environments, leveraging advanced diagnostics and log analysis.
• Escalate complex problems to Advanced Solutions Engineers following documented escalation paths.
• Document root causes, workarounds, and permanent fixes in the knowledge base to reduce future ticket volume.
• Participate in “follow‑the‑sun” coverage, including on‑call rotations for production‑critical incidents, with appropriate on‑call compensation.
• Contribute to cross‑functional projects such as product enhancements, documentation updates, and process improvements.
• Actively engage in continuous learning: complete the 30/60/90‑day onboarding plan, pursue relevant certifications, and stay current with industry trends.

Essential Qualifications & Experience

We’re looking for candidates who combine deep technical knowledge with a passion for customer success.

• 3+ years of experience in network security support, preferably with firewalls (Cisco, Palo Alto, Juniper, Checkpoint, Fortinet) and cloud security tools.
• Strong familiarity with Linux, Windows, and network protocols (OSI model, NAT, PAT, TCP/UDP, HTTP).
• Hands‑on experience with log analysis (syslog, Windows Event Logs, firewall logs) and troubleshooting tools (tcpdump, Wireshark, Nmap).
• Proficiency in incident management platforms such as Zendesk, Jira Service Management, or similar ticketing systems.
• Technical certifications (CCNA/CCNP, Palo Alto PA-100, Juniper JNCIA, Microsoft MCSA, Linux Foundation LFCS) or equivalent coursework.
• Excellent written and verbal communication skills, with the ability to explain complex technical concepts to non‑technical stakeholders.
• Demonstrated ability to work independently, prioritize tasks, and manage time effectively in a fast‑paced environment.
• Empathy and a customer‑first mindset, with a track record of turning challenging situations into positive outcomes.

Preferred Qualifications & Advanced Skills

• Experience with virtualization technologies (VMware, Hyper‑V, KVM) and cloud platforms (AWS, Azure, GCP).
• Knowledge of policy‑based security frameworks and compliance standards (PCI‑DSS, HIPAA, NIST, ISO 27001).
• Exposure to brighthush’s user interface, configuration, and policy management features.
• Basic scripting skills in Bash, Python, Perl, or PHP to automate routine tasks and log parsing.
• Previous technical support or help‑desk experience in a call‑center environment.
• Experience with network security analytics, threat intelligence, or incident response.

Core Competencies for Success

• Analytical Thinking – Ability to dissect complex problems, identify root causes, and devise effective solutions.
• Research Proficiency – Skilled at leveraging internal knowledge bases, vendor documentation, and community forums to resolve issues quickly.
• Collaboration – Works seamlessly with engineering, product, and sales teams to share insights and drive improvements.
• Adaptability – Thrives in a dynamic environment, adjusting priorities as new incidents arise.
• Customer Advocacy – Champions the customer’s voice within the organization, ensuring their needs are met and exceeded.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. Starting as a Senior Customer Support Engineer, you can progress to:

• Lead Support Engineer – Mentor junior staff, lead support initiatives, and influence product strategy.
• Solutions Engineer – Transition into a more technical role focused on architecture, integration, and pre‑sales consulting.
• Product Manager – Leverage customer insights to shape the next generation of brighthush features.
• Technical Evangelist – Represent brighthush at industry conferences, webinars, and community events.

We support this growth through:

• Annual budget for certifications (e.g., CCNP, CISSP, AWS Certified Solutions Architect).
• Internal training programs covering advanced networking, cloud security, and automation.
• Mentorship and coaching from senior leaders across the organization.
• Opportunities to lead cross‑functional projects and present findings to executive leadership.

Work Environment & Culture Highlights

• Fully remote, with flexible working hours to accommodate global customers.
• Collaborative tools (Slack, Microsoft Teams, Confluence) that foster real‑time communication and knowledge sharing.
• Inclusive culture that celebrates diverse perspectives and encourages open dialogue.
• Regular virtual team‑building events, hackathons, and learning sessions.
• Transparent communication from leadership, with quarterly town‑halls and open Q&A sessions.

Compensation, Perks, and Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses and equity options.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off (PTO) and flexible holiday policy.
• Retirement savings plan with company match.
• Wellness stipend, mental health resources, and employee assistance programs.
• On‑call compensation for night and weekend coverage.
• Professional development stipend for courses, conferences, and certifications.

How to Apply – Take the Next Step in Your Career

If you’re ready to join a forward‑thinking team that values technical excellence, customer obsession, and continuous growth, we’d love to hear from you. Bring your passion for network security, your knack for problem‑solving, and your commitment to delivering exceptional service.

Ready to make an impact? today and help us secure the future of modern enterprises.