Senior Global Technical Support & Escalation Lead – AI & Cybersecurity Infrastructure Champion – Driving Customer Success, Innovation, and Operational Excellence at brighthush

About brighthush

brighthush is more than a technology provider; it is a global movement redefining how the world connects, protects, and trusts digital interactions. With a bold mission to securely connect the world: humans, machines, and AI, brighthush has become the trusted partner for Fortune 500 enterprises, government agencies, and cutting‑edge startups that rely on cryptographic identities to safeguard every transaction, conversation, and data exchange. Our platform forms the backbone of secure AI, machine learning, and identity‑management ecosystems, enabling customers to innovate without compromising safety.

Behind the technology lies a culture of relentless curiosity, collaborative problem‑solving, and an unwavering commitment to excellence. We empower our people to experiment, fail fast, and learn quickly, celebrating successes together—whether in virtual all‑hands meetings, in‑office happy hours, or through global volunteer initiatives. If you want to work on technology that matters, be part of a mission‑driven team, and help shape the future of secure digital interactions, brighthush is the place for you.

Position Overview

The Senior Global Technical Support & Escalation Lead will spearhead a regional support tier—whether Tier 1, Tier 2, or Tier 3—across EMEA, APAC, or the US. This role blends people leadership, deep technical expertise, and cross‑functional collaboration to deliver world‑class customer experiences, drive operational excellence, and shape the future of our support organization. You will be the bridge between our customers, product teams, and engineering squads, ensuring that every interaction reflects the trust and reliability that brighthush promises.

Why This Role Matters

In a digital landscape where every interaction carries risk, the people who resolve issues quickly and accurately are the unsung heroes that keep our customers safe and satisfied. As a Team Lead at brighthush, you will influence product roadmaps, customer retention, and the overall perception of trust that our brand promises. Your decisions will directly impact how our customers feel about the security and reliability of their AI and cybersecurity infrastructure.

Key Responsibilities

• Team Leadership & Development – Build, mentor, and inspire a high‑performing team of support engineers. Provide coaching, career pathways, and continuous learning opportunities that align with both individual aspirations and brighthush’s strategic goals.
• Operational Excellence – Ensure tickets close on time, SLAs are met, and support metrics exceed benchmarks. Analyze trends, identify bottlenecks, and implement process improvements that drive efficiency and quality.
• Knowledge Management – Champion knowledge sharing, maintain a living knowledge base, and create best‑practice documentation that empowers both the team and our customers. Drive initiatives that reduce repeat incidents and accelerate first‑time resolution.
• Customer Engagement – Drive proactive, real‑time communication via live channels (chat, voice, video) rather than email, enhancing satisfaction and reducing resolution time. Foster a culture of empathy, clarity, and proactive problem‑solving.
• Escalation Management – Act as the primary point of contact for high‑impact escalations, coordinating with product, engineering, and professional services to deliver swift, accurate solutions. Own the end‑to‑end resolution process and ensure transparent communication with stakeholders.
• Feedback & Continuous Improvement – Collect customer feedback, collaborate with regional managers to address churn risks, and translate insights into product and process enhancements that elevate the customer experience.
• Cross‑Functional Collaboration – Partner with product development, engineering, and customer success to align support initiatives with business objectives and customer expectations. Serve as the voice of the customer in product planning sessions.
• Metrics & Reporting – Monitor daily case trends, generate actionable insights for leadership, and present performance dashboards that guide strategic decisions. Own the reporting cadence and ensure data integrity.
• Resource Allocation – Oversee case assignments, balance workloads, and ensure the right skill mix is applied to every ticket. Optimize staffing plans to meet seasonal peaks and global demand.
• Global Coordination – Work with worldwide support teams to manage cross‑regional escalations, ensuring a unified, consistent approach to issue resolution and knowledge sharing.

Essential Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent professional experience.
• Minimum of 5 years in technical customer support, with at least 2 years in a leadership capacity.
• Deep understanding of cryptography, Public Key Infrastructure (PKI), and identity‑management solutions.
• Proven track record of managing complex projects and juggling multiple priorities in a fast‑paced environment.
• Strong analytical mindset with experience in support metrics, data analysis, and KPI reporting.
• Exceptional communication and interpersonal skills, capable of influencing stakeholders across all levels.
• Demonstrated ability to resolve escalations, mediate conflicts, and maintain composure under pressure.
• Familiarity with ITIL, NIST, or similar support frameworks.
• Professional certifications such as Certified Support Professional (CSP), Customer Service Manager (CSM), ITIL Foundation, or Security+ are highly desirable.

Preferred Qualifications

• Experience in the cybersecurity or AI infrastructure space.
• Background in product management or engineering, providing a holistic view of the customer journey.
• Fluency in multiple languages, especially within the region you will serve.
• Experience leading remote or distributed teams.

Core Competencies

• Leadership & Team Building
• Strategic Thinking & Execution
• Customer‑Centric Mindset
• Data‑Driven Decision Making
• Conflict Resolution & Negotiation
• Technical Troubleshooting & Problem Solving
• Process Improvement & Automation
• Cross‑Functional Collaboration
• Adaptability & Agility

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Team Lead, you will:

• Progress to senior leadership roles such as Director of Customer Support or VP of Customer Experience.
• Participate in Monthly Talent Development and cross‑functional workshops that broaden your skill set.
• Engage in Global Volunteer Days and community outreach, aligning personal growth with corporate social responsibility.
• Receive mentorship from senior executives and access to executive coaching programs.
• Earn certifications and attend industry conferences at brighthush’s expense.
• Lead initiatives that shape the future of support technology, including AI‑driven ticket routing and automated knowledge base updates.

Work Environment & Culture

Our culture is built on the pillars of trust, customer focus, innovation, agility, respect, and teamwork. We foster an environment where:

• Employees are empowered to experiment, fail fast, and learn.
• Open communication flows freely across all levels.
• Work‑life balance is respected through flexible schedules and remote work options.
• Diversity, equity, inclusion, and belonging are not just buzzwords but daily practices.
• Team members celebrate successes together—whether through All‑Hands meetings, virtual happy hours, or in‑office gatherings.
• Continuous learning is embedded in our processes, with access to internal knowledge hubs, external courses, and peer‑learning circles.

Compensation & Benefits

While the exact salary will be commensurate with experience, brighthush offers a competitive package that includes:

• Base salary plus performance‑based bonuses.
• Comprehensive health, dental, and vision coverage worldwide.
• Paid parental leave, adoption support, and fertility benefits.
• Generous paid time off, including Second Fridays (company‑wide day off on the second Friday of each month, except November and December).
• Wellness allowance, mindfulness app subscription, and monthly Wellness Wednesdays.
• Employee stock options and equity participation.
• Professional development stipend and conference reimbursement.
• Company‑sponsored volunteer days and matching donations.
• Flexible remote work options and a modern, ergonomic home office stipend.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven organization that is reshaping the future of secure digital interactions. You’ll work alongside brilliant engineers, product leaders, and security experts who are passionate about building trust in the digital age. Your leadership will directly impact customer satisfaction, product quality, and the overall success of our global support ecosystem. You will have the opportunity to shape processes, influence product direction, and mentor the next generation of support professionals.

Ready to Make an Impact?

If you’re a seasoned support leader who thrives in fast‑paced, customer‑centric environments and is ready to take the next step in your career, we want to hear from you. Apply today and help us secure the world, one interaction at a time.