Senior Customer Support Team Lead – Technical Troubleshooting, Coaching & Strategic Alignment at brighthush

About brighthush

brighthush is redefining the future of digital connectivity by delivering cutting‑edge software that makes it effortless and secure for people and devices to interconnect, no matter where they are. From hobbyists to multinational enterprises, teams of every size rely on brighthush each day to protect their networks, share access to internal tools, and keep their operations running smoothly. Founded in 2019, brighthush operates as a fully distributed organization that values autonomy, collaboration, and a culture of continuous learning. With backing from leading venture investors, we are poised to accelerate our growth and bring a safer, more intuitive Internet to the world.

Why Join brighthush?

At brighthush, we believe that the best solutions are built by diverse, empowered teams. We offer a flexible, remote‑first environment that lets you work from anywhere while still fostering strong connections with colleagues across the globe. Our people enjoy:

• Competitive total compensation, including a generous base salary, equity, and performance incentives.
• Comprehensive health, vision, dental, and wellness benefits with no waiting period.
• Unlimited paid time off and a flexible work‑life integration policy.
• Annual professional development stipend of $1,500 and access to mentorship, coaching, and internal promotion pathways.
• State‑of‑the‑art home‑office setup: choose your own company‑owned laptop (Mac or PC), receive a monthly home‑internet reimbursement, and $1,000 to customize your workstation.
• Generous parental leave program from day one, with top‑ups for up to 26 weeks.
• Access to a global network of coworking spaces, including brighthush‑partnered locations worldwide.
• Annual company retreat, team off‑sites, and intentional in‑person collaboration across North America, Europe, and beyond.

Position Overview

We are looking for an experienced Customer Support Team Lead to serve as a player‑coach for a high‑performing squad of 8‑10 Support Engineers. In this role, you will bridge the gap between frontline technical troubleshooting and strategic alignment, ensuring that every customer interaction reflects brighthush’s commitment to excellence and security. You will report directly to the VP of Customer Engineering and will be instrumental in shaping the support organization’s vision, processes, and culture.

Key Responsibilities

• Operational Leadership: Manage day‑to‑day support operations, ensuring that the team meets or exceeds SLA/SLO targets for response and resolution times.
• Team Development: Lead onboarding, technical mentoring, and career coaching for all direct reports. Conduct regular 1:1s and performance reviews to foster growth and alignment.
• Escalation Management: Serve as the internal escalation point for complex technical issues and challenging customer situations, collaborating with engineering, product, and security teams.
• Strategic Alignment: Partner with the VP of Customer Engineering to align team activities with the broader strategic roadmap. Translate high‑level goals into actionable initiatives.
• Process & Tool Optimization: Work closely with Support and CX Operations to refine workflows and improve internal tooling such as Jira, Incident.io, Kapa.ai, and PagerDuty. Champion continuous improvement and automation.
• Quality Assurance: Perform regular QA reviews on tickets to maintain technical accuracy, consistency, and brand voice across all customer interactions.
• Data‑Driven Insights: Analyze support data, CSAT scores, and other metrics to identify trends, surface pain points, and recommend product or process enhancements to leadership.
• Cross‑Functional Collaboration: Act as the voice of the customer in product, engineering, and security discussions, ensuring that user feedback informs future roadmap decisions.
• Culture Champion: Promote a culture of empathy, ownership, and continuous learning. Lead initiatives that enhance team morale, diversity, equity, and inclusion.

Essential Qualifications

• 4+ years of experience in a technical support role within a SaaS environment.
• 1+ years of proven leadership, management, or formal mentoring experience.
• Strong technical foundation in networking fundamentals (TCP/IP, DNS, firewalls, routing).
• Proficiency with networking and security concepts; experience with Kubernetes is a plus.
• Hands‑on experience supporting identity management and SSO integrations such as Okta, Azure AD, and Google.
• Familiarity with cross‑platform support (Linux, macOS, Windows, etc.).
• Demonstrated ability to design, implement, and optimize support workflows and tooling.
• Data‑driven mindset with a track record of using metrics like CSAT, TTFR, and TTR to drive improvements.
• Excellent communication skills, capable of translating complex technical concepts to both customers and internal stakeholders.
• Ability to thrive in a fast‑paced, distributed environment while juggling multiple priorities.
• Commitment to fair and equitable compensation practices across all roles and levels.

Preferred Qualifications

• Experience in a high‑growth startup or scale‑up environment.
• Background in security engineering or incident response.
• Knowledge of compliance frameworks (GDPR, SOC 2, ISO 27001).
• Experience with advanced ticketing and incident management platforms.
• Fluency in additional languages beyond English.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, mentor, and develop a diverse team.
• Technical Acumen: Deep understanding of networking, cloud, and security fundamentals.
• Analytical Thinking: Strong problem‑solving skills and a data‑driven approach.
• Communication: Clear, concise, and empathetic communication with customers and cross‑functional teams.
• Project Management: Skilled at prioritizing tasks, managing timelines, and delivering results.
• Adaptability: Comfortable with ambiguity, rapid change, and continuous learning.
• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by your ambition and the impact you create. As a Team Lead, you will:

• Progress to senior leadership roles such as Director of Customer Engineering or VP of Customer Experience.
• Lead cross‑functional initiatives that influence product strategy and engineering roadmaps.
• Participate in executive‑level strategy sessions and contribute to company‑wide decision making.
• Access to a robust learning ecosystem: internal workshops, external conferences, and a generous budget for certifications and courses.
• Opportunity to mentor junior leaders and shape the next generation of brighthush talent.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and empowerment. Our distributed model means you can work from anywhere, but we also value intentional in‑person interactions. We host regular virtual coffee chats, hackathons, and team‑building activities. Our leadership team is approachable, and we celebrate successes—both big and small—through shout‑outs, spot bonuses, and public recognition.

Compensation & Benefits

While the exact offer will be tailored to your experience and skill set, you can expect:

• Base Salary: Competitive market rate for senior technical support leaders.
• Equity: Opportunity to own a piece of brighthush’s future.
• Variable Incentives: Performance bonuses tied to team and company metrics.
• Health & Wellness: Comprehensive medical, dental, vision, and mental health coverage.
• Retirement: 401(k) plan with company match.
• Paid Time Off: Unlimited PTO, sick leave, and paid parental leave.
• Professional Development: Annual stipend for courses, certifications, and conferences.
• Home‑Office Stipend: $1,000 to customize your workspace.
• And more—our benefits package is designed to support you and your family’s well‑being.

How to Apply

If you are passionate about delivering world‑class customer support, thrive in a fast‑paced, distributed environment, and want to lead a team that shapes the future of secure connectivity, we want to hear from you. Submit your application through our careers portal and let’s explore how you can make an impact at brighthush.

We are committed to providing an accessible and inclusive hiring process. If you require an accommodation at any stage of the recruitment process, please let us know. All hiring decisions are made by people, and we use AI‑assisted tools only to streamline the screening process.

Join brighthush and help us build a safer, more intuitive Internet—one connection at a time.