Senior Customer Support Manager – Telemetry & AI Infrastructure Lead, Global Remote Technical Support Team – Championing Customer Success, Innovation, and Operational Excellence at brighthush

About brighthush

At brighthush, we’re not just building software – we’re redefining how enterprises harness the power of data in an era dominated by artificial intelligence. Our flagship telemetry platform is a next‑generation, fully‑managed infrastructure that is flexible, scalable, and secure. It empowers IT and security teams to transform raw signals into actionable insights, giving customers the choice, control, and freedom to manage and analyze telemetry for both humans and intelligent agents. By doing so, we help our partners innovate faster and build the next generation of AI‑driven products.

We are a fast‑growing, remote‑first organization that believes software is ultimately a people business. Our global workforce thrives on curiosity, collaboration, and a relentless focus on customer success. At brighthush, you’ll find a culture where diverse perspectives are celebrated, continuous learning is encouraged, and every team member is invited to bring their whole self to work.

Why This Role is a Game Changer

As the Senior Customer Support Manager, you will be the linchpin that connects our cutting‑edge telemetry platform to the world’s most demanding enterprises. You will lead a high‑performing team of technical support engineers, ensuring that every customer interaction is a step toward deeper partnership and higher satisfaction. Your strategic vision will shape the support experience, influence product development, and drive measurable improvements in key metrics such as SLA compliance, CSAT, and NPS.

In this role, you’ll enjoy the best of both worlds: the intellectual challenge of complex data systems and the human‑centric focus of customer advocacy. You’ll be part of a collaborative, high‑energy team that celebrates wins—whether that’s shipping a critical feature, resolving a tough escalation, or simply sharing a meme that makes everyone laugh.

What You’ll Do

Lead and Inspire

• Build, mentor, and grow a world‑class technical support team that consistently delivers exceptional service.
• Establish a culture of ownership, accountability, and continuous improvement across a distributed workforce.
• Champion diversity, equity, and inclusion by ensuring every voice is heard and valued.

Escalation Management & Incident Leadership

• Serve as the calm, decisive voice during high‑pressure incidents, coordinating cross‑functional responses and ensuring timely resolution.
• Own the on‑call rotation, ensuring 24/7 coverage for critical incidents while maintaining a healthy work‑life balance.
• Lead post‑mortem reviews, extracting lessons and driving systemic improvements.

Data‑Driven Success & Continuous Improvement

• Analyze case trends, performance metrics, and customer feedback to identify root causes, propose process improvements, and drive continuous improvement.
• Own the support analytics dashboard, turning data into actionable insights for the team and leadership.
• Collaborate with product and engineering to prioritize fixes that have the highest impact on customer experience.

Process Design & Optimization

• Create, document, and refine support workflows, knowledge bases, and escalation paths that align with brighthush’s quality standards.
• Implement automation and AI‑driven triage to reduce ticket volume and accelerate resolution times.
• Ensure all processes are compliant with industry regulations and internal governance.

Product Evangelism & Technical Expertise

• Deepen your technical expertise in brighthush products and related telemetry ecosystems, positioning solutions to meet customer needs.
• Represent the support team in product roadmap discussions, ensuring that customer insights inform future development.
• Deliver internal and external training sessions, webinars, and community talks to elevate product knowledge.

Customer & Engineer Advocacy

• Champion the voice of the customer within engineering and product teams, ensuring that support insights inform roadmap decisions.
• Build strong relationships with key enterprise customers, acting as a trusted advisor and escalation point.
• Facilitate customer success initiatives that drive adoption, retention, and expansion.

Operational Excellence & KPI Ownership

• Maintain SLA adherence, CSAT targets, and other KPIs, while fostering a culture of accountability and continuous learning.
• Develop and execute quarterly OKRs that align with company goals and drive measurable impact.
• Implement best practices for knowledge management, documentation, and quality assurance.

Strategic Partnerships & Ecosystem Growth

• Collaborate with sales, marketing, and partner teams to create joint customer success initiatives and expand the support ecosystem.
• Identify and nurture relationships with channel partners, system integrators, and community influencers.
• Represent brighthush at industry events, conferences, and user groups.

Talent Development & Recognition

• Design and deliver coaching programs, career paths, and recognition frameworks that attract, retain, and elevate top talent.
• Facilitate regular feedback loops, performance reviews, and professional development plans.
• Encourage mentorship and peer learning across the organization.

Essential Qualifications

• Minimum of 3 years of proven leadership experience managing a technical support or engineering team.
• 10 + years of customer‑facing experience in high‑tech environments, with a track record of delivering outstanding service.
• Strong technical foundation in data management, telemetry, and big‑data platforms; ability to troubleshoot complex issues and coach engineers.
• Exceptional written and verbal communication skills, with the ability to translate technical concepts for diverse audiences.
• Demonstrated success in fostering knowledge sharing, both internally (team knowledge bases, lunch‑and‑learns) and externally (customer webinars, community forums).
• Strategic mindset: ability to set clear goals, measure progress, and align the support team’s objectives with broader business outcomes.
• Passion for empowering others—mentoring, coaching, and celebrating the growth of teammates.

Preferred Qualifications & Bonus Skills

• Hands‑on experience with telemetry and log‑management platforms such as brighthush, brighthush, brighthush, or similar technologies.
• Proficiency with major cloud providers and familiarity with their data services.
• Experience in a SaaS or platform‑as‑a‑service (PaaS) environment, where support teams drive product adoption and retention.
• Knowledge of DevOps practices, CI/CD pipelines, and infrastructure automation.
• Background in data analytics, machine learning operations, or AI product support.

Skills & Competencies for Success

• Leadership & Coaching – Ability to inspire, develop, and retain top talent in a distributed environment.
• Analytical Thinking – Strong data‑driven mindset to dissect complex problems and derive actionable insights.
• Customer‑Centric Mindset – Deep empathy for customers and a relentless drive to exceed their expectations.
• Communication Excellence – Clear, concise, and persuasive communication across technical and non‑technical stakeholders.
• Project Management – Proven track record of delivering projects on time, within scope, and with measurable impact.
• Adaptability & Resilience – Thrive in a fast‑moving, high‑pressure environment while maintaining composure.
• Technical Curiosity – Continuous learning mindset to stay ahead of emerging telemetry and AI trends.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the technology we build. As Senior Customer Support Manager, you will:

• Progress to Director of Customer Success or Head of Support, shaping the global support strategy.
• Collaborate with product, engineering, and data science leaders to influence the roadmap and feature prioritization.
• Lead cross‑functional initiatives such as customer advocacy programs, community building, and global support operations.
• Access a robust learning ecosystem: internal knowledge hubs, external conferences, certifications, and mentorship programs.
• Opportunity to mentor future leaders and contribute to the open‑source community through speaking engagements and technical blogs.

Work Environment & Company Culture

Our remote‑first culture means you can work from anywhere while staying connected to a vibrant, global team. We foster:

• Flexibility – Flexible hours that respect your personal life and peak productivity times.
• Collaboration – Daily stand‑ups, weekly town halls, and cross‑team hackathons that keep the energy high.
• Inclusive diversity & belonging initiatives that celebrate every voice.
• Continuous learning through brighthush Academy, a curated library of courses, webinars, and internal workshops.
• Well‑being support: mental health resources, virtual fitness classes, and an annual wellness stipend.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market standards for senior leadership in tech support.
• Performance‑based bonuses tied to team and company metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Generous paid time off, parental leave, and a flexible vacation policy.
• Annual remote work stipend to help you set up a productive home office.
• Professional development budget for conferences, certifications, and courses.
• Access to a global network of peers, mentors, and industry experts.

Ready to Make an Impact?

If you’re a seasoned support leader with a passion for telemetry, AI, and customer advocacy, we want to hear from you. Join brighthush and help shape the future of data‑driven enterprises while building a career that’s as rewarding as it is challenging.

Apply now and become part of a team that’s redefining the way the world uses data.