Senior Remote B2B Customer Support Specialist – Cybersecurity Software Expert – 100% Remote – Join brighthush

About brighthush and the Opportunity

brighthush is a pioneering force in the cybersecurity landscape, delivering next‑generation protection solutions that empower businesses of every size to safeguard their most critical digital assets. Founded in 2011, we have grown into a vibrant community of 501‑1,000 professionals, headquartered in Chicago, Illinois, and serving thousands of organizations worldwide. Our mission is simple yet powerful: to give our clients the confidence that their data, networks, and operations are shielded by industry‑leading technology and world‑class support.

We are expanding our Customer Support team and are looking for a Remote B2B Customer Support Specialist who thrives in a fast‑paced, high‑growth environment. If you are passionate about technology, enjoy problem‑solving, and love building lasting relationships with business customers, this role is for you.

Why Join brighthush?

• Impactful Work: Every interaction you have directly influences the security posture of our clients and the success of their businesses.
• Remote Flexibility: 100% remote position with the option for a hybrid schedule for candidates based in the Chicago metro area.
• Growth & Development: Access to continuous learning resources, mentorship programs, and clear career pathways within the organization.
• Competitive Compensation: Above‑market base salary, annual bonuses tied to performance, and a generous 401(k) plan.
• Inclusive Culture: A collaborative, supportive environment that values diversity, equity, and inclusion.

Key Responsibilities

As a Remote B2B Customer Support Specialist, you will be the first line of defense for our business customers. Your day‑to‑day activities will include:

• Handling inbound calls, tickets, and live chats related to product issues, service inquiries, and general concerns.
• Diagnosing and resolving technical problems with brighthush’s cybersecurity software, ensuring swift and professional resolution.
• Maintaining up‑to‑date knowledge of product features, updates, and policy changes, collaborating closely with product management and engineering teams.
• Escalating complex or high‑severity issues to the Tier 2 support team when necessary, ensuring seamless hand‑off and follow‑through.
• Documenting all customer interactions accurately in Salesforce and ServiceNow, providing clear, concise, and actionable notes.
• Building and nurturing strong relationships with clients, establishing trust and rapport through consistent, high‑quality communication.
• Participating in regular training sessions, knowledge‑sharing workshops, and cross‑functional meetings to stay aligned with company goals.
• Contributing to the continuous improvement of support processes, suggesting enhancements that improve efficiency and customer satisfaction.

Essential Qualifications

• Minimum of 1 year of experience in a B2B technical support role, preferably within the cybersecurity or SaaS industry.
• Proficiency with Google Docs, Microsoft Office Suite, Salesforce, and ServiceNow.
• Strong written and verbal communication skills, with the ability to explain complex technical concepts in simple terms.
• Demonstrated ability to work independently while collaborating effectively with cross‑functional teams.
• Track record of maintaining professionalism and composure in high‑pressure situations.
• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.
• Technical proficiency with smartphones, tablets, and desktop computers across multiple operating systems.

Preferred Qualifications

• Experience in the cybersecurity domain, including knowledge of threat detection, data protection, and compliance frameworks.
• Prior exposure to customer success or account management functions.
• Familiarity with remote collaboration tools such as Zoom, Teams, and Slack.
• Experience troubleshooting network connectivity, VPN, and authentication issues.
• Multilingual capabilities, especially in Spanish or other widely spoken languages.

Skills & Competencies

• Technical Aptitude: Quick learner who can navigate complex software environments and troubleshoot issues efficiently.
• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Problem‑Solving: Analytical thinker who can diagnose root causes and propose effective solutions.
• Time Management: Ability to juggle multiple tickets, prioritize tasks, and meet SLA targets.
• Collaboration: Comfortable working with engineering, product, and sales teams to resolve issues and share insights.
• Adaptability: Thrives in a dynamic environment with evolving product features and customer needs.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Support Specialist, you will have the opportunity to:

• Progress to a Senior Support Engineer or Team Lead role within 12‑18 months.
• Transition into Product Management, Customer Success, or Technical Sales based on your interests and performance.
• Participate in our internal “Innovation Lab,” where you can propose and pilot new support tools or processes.
• Access a robust learning portal featuring courses on cybersecurity fundamentals, advanced troubleshooting, and soft‑skill development.
• Earn certifications such as CompTIA Security+, Certified Information Systems Security Professional (CISSP), or vendor‑specific credentials at no cost.

Work Environment & Company Culture

brighthush fosters a culture of transparency, collaboration, and continuous improvement. Our remote workforce is supported by:

• Weekly virtual town halls and team‑building events.
• Flexible work hours that accommodate different time zones and personal commitments.
• Access to a dedicated IT support team that ensures your home office is equipped for success.
• A culture of recognition, where outstanding contributions are celebrated through peer awards and spot bonuses.
• Commitment to mental health and well‑being, with resources such as counseling services, mindfulness sessions, and wellness stipends.

Compensation & Benefits

• Competitive base salary with above‑market annual bonuses tied to individual and company performance.
• Comprehensive medical, dental, and vision coverage, including domestic partnership options.
• Employer‑paid life insurance and supplemental life coverage for employees, spouses, and children.
• Voluntary short‑term and long‑term disability insurance.
• 401(k) plan with Roth and Traditional options, plus a company match.
• Generous paid time off (PTO) policy, including paid bereavement, jury duty, and parental leave.
• Remote work stipend to cover home‑office setup and internet expenses.
• Annual professional development stipend for courses, conferences, and certifications.

How to Apply

If you are ready to join a forward‑thinking cybersecurity company that values your expertise and offers a platform for growth, we encourage you to apply today. Bring your passion for technology, your dedication to customer success, and your drive to make a difference.

Ready to take the next step? .

For additional information or to discuss this opportunity further, feel free to reach out to our recruiting team at [email protected].