Senior Customer Support Engineering Team Lead – Driving Technical Excellence, Team Development, and Customer Success at brighthush – Remote, High‑Impact Leadership Opportunity

About brighthush

brighthush is a trailblazer in the digital security and connectivity arena, redefining how individuals and organizations safeguard, collaborate, and thrive in the online world. Since its inception in 2019, we have evolved from a passionate startup into a fully distributed, high‑velocity organization that serves a diverse spectrum of customers – from hobbyists and early‑stage startups to Fortune 500 enterprises. Our mission is clear and compelling: build an Internet that is simple, reliable, and safe, echoing the spirit of the web’s early days while embracing the complexities of today’s interconnected landscape.

At brighthush, transparency, continuous learning, and an unwavering focus on customer success are not mere buzzwords – they are the pillars that guide every decision, product, and interaction. We are backed by a community of visionary investors who share our commitment to innovation, inclusion, and creating lasting value for our users. Our culture is built on collaboration, curiosity, and a relentless pursuit of excellence, ensuring that every team member has the opportunity to make a meaningful impact.

Why Join brighthush?

As a Senior Customer Support Engineering Team Lead, you will stand at the nexus of technology, people, and strategy. You will shape the way our support organization operates, mentor a talented group of engineers, and influence product decisions that directly impact millions of users worldwide. In return, brighthush offers a competitive total‑compensation package, a flexible remote‑first environment, and a culture that values work‑life integration, diversity, and personal growth. You will be part of a mission‑driven team that is redefining the future of secure, reliable connectivity for the global community.

Key Responsibilities

Operational Leadership

• Team Management: Lead a high‑performing squad of 8–10 Support Engineers, ensuring that service level agreements (SLAs) and service level objectives (SLOs) are consistently met and exceeded.
• Process Optimization: Drive continuous improvement of support processes to reduce resolution times, increase customer satisfaction, and elevate the overall quality of service.
• Metrics Ownership: Own the collection, analysis, and reporting of key performance indicators (KPIs) such as CSAT, TTFR, TTR, and first‑contact resolution, translating data into actionable insights.
• Incident Management: Oversee the escalation workflow for high‑impact incidents, ensuring rapid resolution and clear communication with stakeholders.
• Tooling Strategy: Evaluate, implement, and optimize support tools and platforms to streamline operations and enhance team productivity.

People Management

• Onboarding & Coaching: Design and execute onboarding programs that accelerate new hires’ ramp‑up and embed them into the brighthush culture.
• Performance Development: Conduct regular 1:1s, performance reviews, and career coaching sessions that align individual goals with brighthush’s strategic objectives.
• Team Culture: Foster a collaborative, inclusive, and high‑energy environment where every engineer feels empowered to contribute ideas and take ownership.
• Talent Acquisition: Partner with recruiting to identify, interview, and hire top technical support talent that aligns with our values and mission.
• Knowledge Sharing: Champion a culture of continuous learning by facilitating knowledge‑sharing sessions, lunch‑and‑learns, and documentation initiatives.

Escalation Management

• Technical Escalation Lead: Serve as the internal escalation point for complex technical issues and challenging customer interactions.
• Cross‑Functional Collaboration: Work closely with engineering, product, and security teams to deliver swift, effective solutions that meet or exceed customer expectations.
• Root‑Cause Analysis: Lead post‑mortem reviews to identify systemic issues and drive preventive measures.

Strategic Alignment

• Roadmap Influence: Partner with the VP of Customer Engineering to translate high‑level goals into actionable initiatives that drive business impact.
• Voice of the Customer: Advocate for customer needs within the organization, ensuring that product and engineering teams receive timely, actionable feedback from the support channel.
• Strategic Planning: Contribute to quarterly and annual planning cycles, aligning support objectives with broader company goals.

Process & Tooling Improvement

• Workflow Design: Collaborate with Support and CX Operations to refine workflows, enhance internal tooling (e.g., brighthush Project Management, brighthush Incident Tracking, brighthush AI, brighthush Incident Management), and implement best practices that increase efficiency and quality.
• Automation & AI: Identify opportunities to automate repetitive tasks and leverage AI to improve first‑contact resolution rates.
• Continuous Integration: Work with engineering to integrate support tooling into the CI/CD pipeline, ensuring seamless updates and minimal downtime.

Quality Assurance & Data‑Driven Insights

• QA Reviews: Perform regular QA reviews on support tickets to maintain technical accuracy, consistency, and brand voice across all customer interactions.
• Insight Generation: Analyze support metrics and customer feedback to identify trends, root causes, and opportunities for improvement. Present findings to leadership and recommend actionable changes.
• Reporting Dashboards: Build and maintain dashboards that provide real‑time visibility into support performance for stakeholders.

Essential Qualifications

• Minimum of 4 years of experience in a technical support role within a SaaS environment, with a proven track record of delivering high‑quality customer service.
• At least 1 year of proven leadership, management, or formal mentoring experience, demonstrating the ability to inspire and develop high‑performing teams.
• Strong technical foundation in networking fundamentals (TCP/IP, DNS, firewalls, routing) and a deep understanding of how these components interact within cloud‑native architectures.
• Proficiency with networking and security concepts; experience with Kubernetes is a plus, but not mandatory.
• Hands‑on experience supporting customers across multiple operating systems (Linux, macOS, Windows) and a broad range of device types.
• Demonstrated ability to manage and optimize support workflows, processes, and tooling, driving measurable improvements in efficiency and quality.
• Data‑driven mindset with a track record of using metrics (CSAT, TTFR, TTR) to drive continuous improvement and inform strategic decisions.
• Excellent communication skills, capable of translating complex technical concepts to both customers and internal stakeholders in a clear, concise manner.
• Comfortable working in a fast‑paced, high‑growth environment while juggling multiple priorities and maintaining a calm, solution‑oriented demeanor.

Preferred Qualifications

• Experience with identity management and SSO integrations (e.g., brighthush Identity, brighthush Directory, brighthush Cloud), enabling seamless authentication and access control for customers.
• Familiarity with incident management platforms such as brighthush Incident Management and incident tracking tools, ensuring rapid incident detection, escalation, and resolution.
• Background in customer experience (CX) operations or quality assurance, with a passion for elevating the customer journey through data‑driven insights.
• Experience in a distributed, remote‑first organization, with a proven ability to build trust, foster collaboration, and maintain high engagement across geographically dispersed teams.
• Knowledge of compliance and security frameworks relevant to SaaS products (e.g., ISO 27001, SOC 2, GDPR), ensuring that support practices align with industry best practices.

Key Skills & Competencies

• Leadership & Team Building: Inspire, coach, and develop a high‑performing support team.
• Technical Troubleshooting & Root‑Cause Analysis: Diagnose complex issues and implement sustainable solutions.
• Process Improvement & Workflow Optimization: Design and refine support processes for maximum efficiency.
• Data Analysis & KPI Tracking: Leverage metrics to drive performance and continuous improvement.
• Customer‑Centric Mindset: Prioritize customer needs and advocate for their voice within the organization.
• Strategic Thinking & Execution: Translate business goals into actionable initiatives.
• Excellent Written & Verbal Communication: Communicate clearly across all levels of the organization.
• Adaptability & Resilience: Thrive in a dynamic, fast‑moving environment.

Career Growth & Learning Opportunities

At brighthush, professional growth is a shared journey. As a Team Lead, you will:

• Lead cross‑functional projects that influence product roadmaps and engineering priorities, gaining exposure to senior leadership and strategic decision‑making.
• Participate in leadership development programs and mentorship circles, building a network of peers and mentors across the organization.
• Receive an annual stipend of $1,500 for professional development courses, certifications, or conferences, supporting your continuous learning.
• Follow clear pathways to senior leadership roles within Customer Engineering, Product, or Engineering, with a structured promotion framework.
• Benefit from a culture that encourages experimentation, learning from failure, and celebrating successes, fostering an environment where innovation thrives.

Work Environment & Culture

brighthush is a fully remote, distributed organization that values flexibility, autonomy, and collaboration. Our culture is defined by:

• Inclusive, respectful, and transparent communication that empowers every team member.
• Opportunities for virtual and in‑person social events, including annual retreats and regional meet‑ups, fostering community and connection.
• Access to a corporate co‑working program at brighthush‑partnered spaces worldwide, providing a productive environment when you need a change of scenery.
• Support for personal and professional development through mentorship, coaching, and internal promotion pathways.
• Work‑life integration with generous paid time off, flexible scheduling, and a “no‑waiting‑period” benefits policy that respects your life outside of work.

Compensation & Benefits

brighthush offers a competitive total‑compensation package that includes:

• Base salary in the range of $160,000 – $170,000 USD (subject to experience and skill set).
• Equity incentive plan to align your success with the company’s growth and long‑term vision.
• Comprehensive group benefits with no waiting period, covering health, vision, dental, and more for you and your family.
• Monthly home‑internet reimbursement and a $1,000 stipend to build your home office, ensuring you have the tools to perform at your best.
• Generous parental leave program with up to 26 weeks of paid leave from day one, supporting you and your family during life’s most important moments.
• Annual professional development stipend and access to internal training resources, enabling you to stay ahead of industry trends.
• Flexible paid time off that supports any life situation, from moving homes to traveling the world, ensuring you can recharge and return refreshed.

How to Apply

Ready to lead a high‑performing support team and shape the future of customer success at brighthush? Submit your application through our careers portal or contact our recruiting team directly. We’re excited to learn how your experience and vision align with our mission.

Closing Statement

At brighthush, we’re building more than a product – we’re building a community of innovators who care deeply about people and technology. If you’re passionate about delivering world‑class support, mentoring talent, and driving strategic impact, we want to hear from you. Join us and help create an Internet that’s easy, sensible, and safe for everyone.