Senior Customer Support Team Lead – Technical Troubleshooting & Customer Success Leadership at brighthush

About brighthush

brighthush is redefining the way people connect and collaborate in a world that is increasingly digital and distributed. Our mission is to build a safer, simpler, and more reliable internet by delivering software that effortlessly secures connections between people and devices, no matter where they are. From hobbyists to multinational enterprises, teams of every size rely on brighthush every day to protect their networks, share access to internal tools, and streamline workflows. Founded in 2019, brighthush operates fully remotely and is backed by leading venture capital firms—now unified under the single, forward‑thinking brand of brighthush. We are committed to creating an inclusive, flexible, and high‑impact environment where every team member can thrive.

Your Role as a Customer Support Team Lead

As the Customer Support Team Lead at brighthush, you will be the bridge between frontline technical troubleshooting and strategic alignment. You will coach, mentor, and inspire a high‑performing team of 8–10 Support Engineers, ensuring that every interaction with our customers reflects the highest standards of quality, empathy, and technical excellence. Reporting directly to the VP of Customer Engineering, you will shape the support experience, drive operational efficiency, and serve as the voice of the customer across the organization.

Key Responsibilities

• Operational Leadership: Oversee day‑to‑day support operations, ensuring that the team meets SLA/SLO targets for response and resolution times.
• People Management: Lead onboarding, technical mentoring, and career coaching for all direct reports. Conduct regular 1:1s, performance reviews, and development plans.
• Escalation Management: Act as the internal escalation point for complex technical issues and challenging customer situations, collaborating with engineering, product, and security teams.
• Strategic Alignment: Align team activities with the strategic roadmap set by the VP of Customer Engineering, translating high‑level goals into actionable initiatives.
• Process & Tool Optimization: Partner with Support and CX Operations to refine workflows, improve internal tooling (Jira, Incident.io, Kapa.ai, PagerDuty), and implement best practices.
• Quality Assurance: Perform regular QA reviews on tickets to maintain technical accuracy, consistency, and brand voice.
• Data‑Driven Insights: Analyze support metrics and customer feedback (CSAT, TTFR, TTR) to identify trends, surface insights, and recommend improvements.
• Cross‑Functional Collaboration: Work closely with product, engineering, and security teams to provide customer feedback, influence roadmap decisions, and ensure a seamless support experience.

Essential Qualifications

• 4+ years of experience in a technical support role within a SaaS environment.
• 1+ year 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 with identity management and SSO integrations (Okta, Azure AD, Google).
• Familiarity with supporting customers across multiple operating systems (Linux, macOS, Windows).
• Track record of optimizing support workflows and tooling to improve efficiency.
• Data‑driven mindset with the ability to track and act on metrics such as CSAT, TTFR, and TTR.
• 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 managing multiple competing priorities.

Preferred Qualifications

• Experience with cloud networking and security (AWS, GCP, Azure).
• Background in incident response and security operations.
• Knowledge of automation tools and scripting (Python, Bash).
• Experience in building and scaling support teams in a high‑growth startup.
• Certification in networking (CCNA, CCNP) or security (CISSP, CompTIA Security+).

Skills & Competencies

• Technical Acumen: Deep understanding of networking, security, and cloud infrastructure.
• Leadership: Ability to inspire, coach, and develop a diverse team.
• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences.
• Analytical Thinking: Strong problem‑solving skills and data‑driven decision making.
• Communication: Clear, concise, and empathetic communication across all levels.
• Adaptability: Comfortable navigating ambiguity and driving change in a fast‑moving environment.
• Collaboration: Proven ability to work cross‑functionally with product, engineering, and security.

Career Growth & Learning Opportunities

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

• Gain exposure to senior leadership and influence the strategic direction of customer success.
• Lead initiatives that shape product development and support tooling.
• Access a dedicated budget of $1,500 USD annually for professional development, including conferences, courses, and certifications.
• Participate in mentorship programs, both as a mentor and mentee, to accelerate skill development.
• Explore internal career paths in Customer Engineering, Product Management, or Technical Program Management.

Company Culture & Work Environment

brighthush thrives on a culture of transparency, autonomy, and continuous learning. Our fully remote model empowers you to work from anywhere, while our flexible schedules support work‑life integration. We celebrate diversity and inclusion through:

• Annual company retreats and regional off‑sites that foster connection across continents.
• Virtual and in‑person social events that bring the brighthush community together.
• Inclusive hiring practices that prioritize fair and equitable compensation across all roles.
• Support for personal and professional development, including a generous parental leave program and a build‑your‑own home office stipend.

Compensation & Benefits

While the exact offer will be tailored to your experience and skill set, brighthush provides a competitive total compensation package that includes:

• Base salary in the range of $160,000 – $160,000 USD (US market).
• Equity incentive plan to share in the company’s growth.
• 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 USD stipend for customizing your home office.
• Paid time off and flexible vacation policies to support your well‑being.
• Access to a global network of co‑working spaces (brighthush partners) for in‑office collaboration when needed.

How to Apply

If you are ready to lead a passionate support team, drive customer success, and shape the future of secure, distributed connectivity, we would love to hear from you. Submit your application through our careers portal, and let’s build the next generation of internet together.

brighthush is 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 initial screening.