Senior Customer Support & Technical Escalations Team Lead – Driving Global SaaS Excellence at brighthush

About brighthush

brighthush is on a mission to make the digital world safer, simpler, and more accessible for everyone. Since our founding in 2019, we have built a suite of cutting‑edge, cloud‑native software that lets teams of all sizes securely interconnect their devices—no matter where they are. From hobbyists to multinational enterprises, our solutions empower users to protect their networks, share internal tools, and streamline workflows with confidence. Operating as a fully distributed organization, brighthush is backed by visionary investors who share our commitment to innovation, inclusion, and impact.

Why Join brighthush?

At brighthush, we believe that great customer support is the heartbeat of any successful SaaS company. Our support team translates complex technology into clear, actionable help for our users. As a Team Lead, you’ll shape that experience, mentor a talented group of engineers, and influence the product roadmap from a customer‑centric perspective. In return, you’ll enjoy:

• Competitive Compensation – Base salary, equity, and performance‑based incentives that reward your impact.
• Remote‑First Flexibility – Work from anywhere with full support for a home‑office setup, monthly internet reimbursement, and a generous stipend to personalize your workspace.
• Inclusive Culture – A community that celebrates diverse voices, offers mentorship, and actively works to break barriers for historically marginalized groups.
• Professional Growth – Annual budget for courses, conferences, and internal training; clear promotion pathways; and a culture of continuous learning.
• Well‑Being & Work‑Life Balance – Unlimited paid time off, parental leave top‑ups, and a flexible schedule that respects your life outside of work.
• Community & Collaboration – Annual retreats, virtual and in‑person social events, and access to co‑working spaces worldwide.

Role Overview

As the Senior Customer Support & Technical Escalations Team Lead, you will serve as a player‑coach for a high‑performing team of 8–10 Support Engineers. You’ll bridge the gap between frontline troubleshooting and strategic alignment, ensuring that every support interaction reflects brighthush’s commitment to quality, speed, and empathy. Reporting directly to the VP of Customer Engineering, you’ll align your team’s performance with departmental goals, manage escalations, and act as the voice of the customer across the organization.

Key Responsibilities

• Team Leadership & Development
  • Onboard new hires, providing technical mentorship and career coaching.
  • Conduct regular 1:1s and performance reviews to foster growth and alignment.
  • Champion a culture of continuous improvement, knowledge sharing, and accountability.
• Operational Excellence
  • Oversee daily support operations, ensuring SLA/SLO adherence for response and resolution times.
  • Act as the primary escalation point for complex technical issues and challenging customer situations.
  • Partner with Support and CX Operations to refine workflows, automate repetitive tasks, and enhance internal tooling (Jira, Incident.io, Kapa.ai, PagerDuty).
• Data‑Driven Insight
  • Perform regular QA reviews on tickets to maintain technical accuracy and brand voice.
  • Analyze support metrics (CSAT, TTFR, TTR) and customer feedback to identify trends and recommend improvements.
  • Present findings to leadership and influence product and engineering roadmaps.
• Strategic Alignment
  • Translate the VP of Customer Engineering’s strategic roadmap into actionable team goals.
  • Collaborate with cross‑functional partners (Product, Engineering, Sales) to ensure customer needs are reflected in feature development.
  • Represent the support perspective in quarterly business reviews and roadmap planning sessions.

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, including Kubernetes (k8s) and container orchestration.
• Hands‑on experience with identity management and SSO integrations (e.g., Okta, Azure AD, Google).
• Familiarity with supporting customers across multiple operating systems (Linux, macOS, Windows).
• Demonstrated ability to optimize support workflows, automate processes, and improve tooling.
• Data‑driven mindset with a track record of tracking and acting on metrics such as CSAT, TTFR, and TTR.
• Excellent communication skills, capable of translating complex technical concepts to both customers and internal stakeholders.
• Thrives in a fast‑paced environment while managing multiple competing priorities.

Preferred Qualifications

• Experience managing a distributed support team across multiple time zones.
• Background in product management or customer success, providing a holistic view of the customer journey.
• Knowledge of advanced security protocols (e.g., Zero Trust, VPN, TLS/SSL).
• Certifications such as CCNA, CCNP, or equivalent networking credentials.
• Experience with AI‑driven support tools or chatbot integration.

Skills & Competencies

• Leadership & Coaching – Ability to inspire, motivate, and develop a high‑performing team.
• Technical Acumen – Deep understanding of networking, security, and cloud infrastructure.
• Problem‑Solving – Strong analytical skills to diagnose complex issues and devise scalable solutions.
• Communication – Clear, concise, and empathetic communication with customers and cross‑functional teams.
• Strategic Thinking – Align operational goals with long‑term business objectives.
• Adaptability – Comfortable navigating change, ambiguity, and rapid growth.
• Customer‑Obsessed Mindset – Passion for delivering exceptional experiences and turning feedback into action.

Career Growth & Learning Opportunities

At brighthush, we’re committed to your professional development. As a Team Lead, you’ll:

• Receive an annual stipend of $1,500 for professional development—courses, certifications, or conferences of your choice.
• Participate in mentorship programs, both as a mentee and a mentor, fostering a culture of knowledge sharing.
• Have clear pathways to senior leadership roles—Senior Manager, Director of Customer Engineering, or VP of Customer Experience.
• Engage in cross‑functional projects that broaden your skill set and expose you to new areas of the business.
• Access internal training resources, including workshops on leadership, communication, and technical deep dives.

Work Environment & Culture at brighthush

Our distributed model means you can work from anywhere, but we also value intentional in‑person connection. We host annual retreats, regional off‑sites, and virtual social events that bring together teammates across the globe. Our culture is built on:

• Transparency – Open communication channels, regular town halls, and a culture of feedback.
• Collaboration – Cross‑functional teams that break down silos and work together to solve customer problems.
• Innovation – A safe space to experiment, fail fast, and iterate on ideas that improve the customer experience.
• Inclusion – Policies and programs that support diverse voices, equitable opportunities, and a sense of belonging.
• Well‑Being – Resources for mental health, flexible schedules, and a generous paid time off policy.

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 leadership roles in SaaS support.
• Equity – Stock options that align your success with the company’s growth.
• Variable Incentives – Performance bonuses tied to team metrics and company goals.
• Health & Wellness – Comprehensive medical, vision, dental, and mental health coverage with no waiting period.
• Retirement Plans – 401(k) with company match.
• Parental Leave – Generous paid leave from day one, with top‑ups for up to 26 weeks.
• Home Office Stipend – $1,000 to customize your workspace, plus a monthly internet reimbursement.
• Professional Development – $1,500 annual budget for courses, certifications, or conferences.
• Paid Time Off – Unlimited PTO, ensuring you can recharge whenever you need.

How to Apply

Ready to lead a world‑class support team and shape the future of secure connectivity? Click the link below to submit your application and join the brighthush family.

Apply to this role at brighthush

Our Commitment to Inclusion

brighthush is dedicated to creating an inclusive hiring process. If you require accommodations at any stage of the recruitment journey, please let us know. We use AI‑assisted tools to streamline screening, but all hiring decisions are made by people who value diversity, equity, and belonging. Legitimate communications from our talent team will come from @brighthush.com, @brighthush.io, and @interviews.brighthush.io. Protect yourself from impersonators and scams by verifying these domains.