Senior Customer Support & Telemetry Engineering Lead – Global Remote – Championing AI‑Powered Data Platform Excellence, Customer Success, and Technical Leadership at brighthush

About brighthush

At brighthush, we’re redefining what it means to turn raw telemetry into actionable intelligence. Our AI‑driven platform ingests, routes, and analyzes terabytes of streaming data in real time, empowering IT, security, and analytics teams to act faster, allocate resources smarter, and predict maintenance before failures occur. By marrying cutting‑edge machine learning with robust data pipelines, we help our customers unlock measurable business outcomes and stay ahead in an ever‑evolving digital landscape.

Why This Role Matters

Customer success is the heartbeat of any technology company, and at brighthush it’s the engine that keeps our platform moving forward. We’re looking for a dynamic Senior Customer Support & Telemetry Engineering Lead who can steer a high‑performing support squad that sits at the core of our customer experience engine. In this role, you’ll blend deep technical expertise with a passion for service, guiding engineers and customers alike toward optimal outcomes. If you thrive in a fast‑paced, collaborative environment and enjoy turning complex challenges into simple, elegant solutions, brighthush is the place for you.

Role Overview

As the senior voice of support, you will shape how our customers experience the brighthush platform. Your leadership will:

• Elevate the quality and speed of support interactions, ensuring every customer feels heard and resolved.
• Drive continuous improvement of support processes, knowledge bases, and automation tools.
• Act as a bridge between customers, engineering, product, and success teams, turning real‑world pain points into product enhancements.
• Mentor and develop a team of technical support engineers, fostering a culture of learning, ownership, and high performance.

Key Responsibilities

Team Leadership & Development

Build, coach, and inspire a world‑class support squad. Set clear performance goals, conduct regular reviews, and create individualized growth plans that align with both team and company objectives. Encourage a culture of continuous learning, knowledge sharing, and accountability. Provide constructive feedback, celebrate wins, and help team members navigate career paths.

Escalation Management

Serve as the calm, strategic voice during high‑impact incidents. Coordinate cross‑functional resources to deliver rapid, effective resolutions while maintaining SLA compliance. Own the incident lifecycle from detection to post‑mortem, ensuring lessons learned are captured and acted upon. Use data to anticipate potential escalations and proactively mitigate risks.

Process & Automation Design

Design, document, and iterate on support workflows, playbooks, and automation scripts. Reduce friction, eliminate repeat incidents, and increase first‑response efficiency. Champion the adoption of AI‑driven triage tools and self‑service portals that empower customers to resolve issues independently. Continuously evaluate new tools and technologies that can streamline support operations.

Customer Advocacy & Voice

Represent the voice of the customer in internal meetings. Translate support insights into actionable product and service enhancements that drive customer satisfaction and retention. Build strong relationships with key accounts, gathering feedback that informs roadmap decisions and prioritization.

Knowledge Management & Documentation

Curate and maintain a living knowledge base, FAQs, and troubleshooting guides that empower customers and reduce support volume. Ensure content is accurate, up‑to‑date, and easily searchable. Collaborate with product and engineering teams to keep documentation aligned with platform changes.

Metrics, Analytics & Continuous Improvement

Track, analyze, and report on key performance indicators such as CSAT, NPS, first‑response time, and resolution time. Use data to drive decisions and continuous improvement. Create dashboards that provide real‑time visibility into support health and surface trends that inform strategy.

Technical Evangelism & Product Feedback

Deepen your knowledge of the brighthush telemetry stack—data ingestion, routing, and analytics—and translate that expertise into actionable guidance for both customers and engineers. Conduct technical workshops, webinars, and training sessions that help customers get the most value from the platform.

On‑Call & Availability

Participate in a rotating on‑call schedule, ensuring robust coverage during peak hours and critical incidents. Maintain a high level of readiness and responsiveness, and be prepared to jump into the field when urgent customer needs arise.

Essential Qualifications

• Leadership Experience: Minimum of 3 years of proven leadership experience managing a technical support or customer success team.
• Industry Tenure: 10+ years of experience in customer‑facing roles within the technology sector, with a strong technical foundation.
• Telemetry Expertise: Deep understanding of big‑data concepts, telemetry, and the importance of data reliability and security for modern enterprises.
• Communication Skills: Exceptional written and verbal communication skills, with the ability to translate complex technical details into clear, actionable guidance.
• Learning Culture: Demonstrated success in fostering a culture of continuous learning, knowledge sharing, and high performance.
• Analytical Mindset: Strong analytical mindset, comfortable working with metrics, dashboards, and data‑driven insights to improve processes.
• Escalation Management: Experience managing escalations, incident response, and cross‑functional collaboration in a fast‑moving environment.
• Customer‑Centric Passion: Passion for customer success and a genuine desire to help customers achieve their business goals.

Preferred Qualifications

• Telemetry Platform Experience: Hands‑on experience with telemetry platforms such as brighthush or other leading solutions.
• Cloud Services: Familiarity with public cloud services and their data services.
• Performance Tuning: Background in data ingestion, routing, and analytics, with a focus on performance tuning and reliability.
• Automation Tools: Experience with incident‑management tools and automation frameworks.
• Compliance Knowledge: Knowledge of compliance standards such as GDPR, SOC 2, ISO 27001, and data privacy best practices.
• Startup Mindset: Prior exposure to startup or high‑growth environments where rapid iteration and scaling are the norm.

Skills & Competencies

• Technical Proficiency – Ability to troubleshoot complex data pipelines, understand data formats, and diagnose performance bottlenecks.
• Leadership & Coaching – Inspire and empower team members, provide constructive feedback, and cultivate a growth mindset.
• Customer‑Centric Mindset – Deep empathy for customer pain points and a relentless drive to deliver exceptional service.
• Strategic Thinking – Translate customer insights into actionable product and process improvements.
• Collaboration & Influence – Work effectively with engineering, product, sales, and marketing to align on shared goals.
• Adaptability – Thrive in a dynamic, remote‑first environment where priorities shift quickly.
• Communication – Articulate complex ideas clearly to both technical and non‑technical audiences.

Career Growth & Learning Opportunities

At brighthush, learning is a continuous journey. As a Senior Customer Support & Telemetry Engineering Lead, you will:

• Lead cross‑functional initiatives that shape the future of our telemetry platform.
• Participate in leadership development programs, mentorship circles, and industry conferences.
• Gain exposure to cutting‑edge data technologies, cloud architectures, and AI‑driven analytics.
• Progress into senior leadership roles such as Director of Customer Success, VP of Support, or Head of Product.
• Contribute to open‑source projects and community events, enhancing your professional network and reputation.

Work Environment & Culture

brighthush is a remote‑first, global company that values:

• Curiosity – We encourage experimentation, continuous learning, and a willingness to challenge the status quo.
• Collaboration – Our teams work together across disciplines, sharing knowledge and celebrating collective wins.
• Transparency – Open communication, honest feedback, and data‑driven decision making are at the core of everything we do.
• Inclusivity – We celebrate diversity in all its forms and strive to create an environment where everyone feels valued.
• Work‑Life Balance – Flexible schedules, generous PTO, and a focus on mental health help our team stay energized and productive.

Compensation & Benefits

While the exact salary for this role will be determined by geographic location and individual experience, we offer a competitive base range of $116,000—$181,000 USD for the U.S. market. In addition:

• Performance‑based bonus program aligned with company and individual goals.
• Comprehensive health, dental, vision, and life insurance plans.
• Short‑term and long‑term disability coverage.
• Paid holidays, paid time off, and a flexible vacation policy.
• 401(k) plan with company match.
• Equity options to share in brighthush’s growth.
• Fertility treatment benefits and family‑friendly policies.
• Access to a generous learning stipend for courses, certifications, and conferences.
• Wellness programs, including mental health resources and virtual fitness classes.

Diversity & Inclusion

brighthush is committed to building a culture where differences are valued and welcomed. We actively seek to create an inclusive environment that supports all employees, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected characteristic. All qualified applicants will receive consideration for employment.

How to Apply

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

Apply to this job at brighthush

Closing

At brighthush, you’ll find a place where technology meets purpose, where your expertise can directly impact millions of customers, and where your growth is supported by a community of passionate, collaborative professionals. If you’re ready to take the next step in your career and make a real difference in the AI‑powered world, we can’t wait to hear from you.