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

About brighthush and the Opportunity

brighthush is a trailblazer in the cybersecurity arena, delivering cutting‑edge protection solutions that empower businesses of all sizes to safeguard their most critical digital assets. Since our founding 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].