Senior Remote Customer Security Analyst – Managed Detection & Response Expert – Championing Threat Intelligence for Customer Success at brighthush

About brighthush

brighthush is a trailblazer in the cybersecurity arena, redefining how organizations protect themselves against an ever‑evolving threat landscape. By marrying data‑driven insights with cutting‑edge technology, we empower our clients to not only detect attacks but to anticipate, neutralize, and learn from them. Our Managed Detection & Response (MDR) division, powered by a world‑class threat‑intel team, delivers proactive defense, rapid incident response, and actionable intelligence that keeps our customers one step ahead of adversaries.

At brighthush, curiosity fuels innovation, collaboration drives results, and continuous learning is the engine of growth. Every team member is encouraged to experiment, iterate, and bring fresh ideas to the table—whether that means refining a playbook, automating a workflow, or building a new product feature that solves a real customer pain point.

Why brighthush?

Joining brighthush means becoming part of a passionate community that is dedicated to making a tangible difference for our clients. As a remote‑first organization, you can work from anywhere in the United States while staying tightly connected to a high‑impact, fast‑moving team.

We invest heavily in professional development, offering:

• Access to industry‑leading training platforms and certification prep courses.
• Stipends for conferences, workshops, and hackathons.
• Mentorship programs that pair you with senior analysts and product leaders.

Our inclusive culture celebrates diversity, encourages open dialogue, and prioritizes work‑life balance. Every voice is heard, and every contribution is valued.

About the Role

As a Senior Remote Customer Security Analyst, you will be the linchpin that connects our MDR experts to the clients we serve. You will act as the primary conduit for all customer interactions—emails, chat, incident tickets, and executive briefings—ensuring clear, timely, and actionable information flow. Your expertise will help translate complex threat intelligence into customer‑friendly insights, guide clients through onboarding, and drive continuous improvement of our service delivery.

Key Responsibilities

• Customer Communication Hub: Serve as the primary point of contact for all customer interactions, ensuring that every message is clear, concise, and actionable.
• Onboarding Champion: Lead the end‑to‑end onboarding process for new clients, guiding them through configuration, integration, and best‑practice adoption of brighthush’s MDR services.
• Incident Lifecycle Management: Monitor, triage, and route incoming customer communications, providing expert technical guidance on alerts, reports, and investigations.
• Threat Intelligence Translation: Collaborate closely with threat‑intel analysts to distill complex threat intelligence into customer‑friendly insights, answering questions about incidents, threat vectors, and remediation steps.
• Real‑Time Incident Updates: Own the entire customer communication lifecycle during active incidents, delivering real‑time updates, clear next‑steps, and post‑incident summaries.
• Report Standardization: Elevate the quality and consistency of incident, findings, and threat intelligence reports shared with customers.
• Internal Advocacy: Champion customer needs internally, escalating issues to Product, Engineering, and broader teams to secure swift, effective resolutions.
• Knowledge Base Development: Document and share best practices, FAQs, and knowledge base articles to improve customer self‑service and reduce repeat inquiries.
• Continuous Improvement: Participate in initiatives that refine tools, processes, and customer experience metrics, driving operational excellence.

Success Metrics

In this role, your impact will be measured by:

• Customer satisfaction scores (CSAT) and Net Promoter Score (NPS) improvements.
• Reduction in average time to first response and time to resolution for customer inquiries.
• Number of onboarding projects completed on schedule and within scope.
• Quality and consistency of incident reports, as evaluated by internal audits.
• Internal feedback from MDR analysts and product teams on the clarity of customer communications.

Essential Qualifications

• U.S. citizenship required due to business and customer security requirements.
• Minimum of 2 years in a customer‑facing cybersecurity role (e.g., professional services, customer success, or technical support).
• Deep understanding of modern attack trends, threat detection methodologies, and incident response frameworks.
• Hands‑on experience with EDR, SIEM, SOAR, or XDR platforms.
• Strong verbal and written communication skills, with the ability to translate complex technical concepts into clear, actionable guidance for non‑technical stakeholders.
• Experience drafting, reviewing, or presenting incident reports and security findings to executive audiences.
• Tier 1/2 Security Operations analyst experience, demonstrating proficiency in triage, investigation, and escalation.
• Familiarity with brighthush’s Cortex XDR or Cortex XSOAR solutions (or equivalent).
• Proven track record of onboarding new security services or clients and ensuring a smooth transition.

Preferred Qualifications

• Advanced certifications such as CISSP, CISM, or GCIH.
• Experience in a Managed Detection & Response (MDR) environment, working with threat intelligence feeds and automated playbooks.
• Knowledge of compliance frameworks (e.g., NIST, ISO 27001, SOC 2) and how they intersect with incident response.
• Experience with scripting or automation (Python, PowerShell) to streamline communication workflows.
• Fluency in additional languages to support a global customer base.

Skills & Competencies

• Customer‑centric mindset: Empathy, active listening, and a passion for delivering exceptional service.
• Analytical thinking: Ability to dissect complex security data and synthesize actionable insights.
• Project management: Juggling multiple incidents, onboarding projects, and cross‑functional initiatives simultaneously.
• Adaptability: Thriving in a fast‑paced, constantly evolving threat landscape.
• Collaboration: Working seamlessly with analysts, engineers, product managers, and executive stakeholders.
• Technical fluency: Comfortable navigating security tools, dashboards, and reporting platforms.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your interests and strengths. As a Customer Security Analyst, you’ll have the chance to:

• Progress into senior analyst roles, focusing on incident response strategy or threat intelligence leadership.
• Transition into product or engineering teams, leveraging your deep customer insights to shape future solutions.
• Take on mentorship responsibilities, guiding junior analysts and new hires.
• Participate in cross‑functional projects, such as developing new MDR playbooks or enhancing customer onboarding frameworks.
• Attend industry conferences, workshops, and training sessions—many of which are covered by brighthush—to stay at the forefront of cybersecurity trends.

Work Environment & Culture

brighthush’s remote‑first culture means you can work from any U.S. location while staying connected through:

• Weekly virtual stand‑ups and cross‑team syncs.
• Collaborative tools such as Slack, Microsoft Teams, and Confluence.
• Regular virtual coffee chats and team‑building events.
• Access to a digital library of learning resources, including webinars, e‑books, and certification prep courses.

We celebrate diversity, encourage open dialogue, and prioritize work‑life balance. Our employees enjoy flexible schedules, generous paid time off, and a supportive environment that values innovation and personal growth.

Compensation & Benefits

While specific figures vary based on experience, the role offers a competitive base salary complemented by:

• Performance‑based bonuses.
• Restricted Stock Units (RSUs) to align your success with brighthush’s long‑term growth.
• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off (PTO) and flexible work arrangements.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including mental health support and virtual fitness classes.

How to Apply

If you’re a proactive, customer‑focused security professional eager to bridge the gap between cutting‑edge threat intelligence and real‑world client needs, brighthush invites you to apply. Join a team that values expertise, collaboration, and continuous improvement—and help us protect organizations from the ever‑evolving cyber threat landscape.

Apply today and become a key player in brighthush’s mission to deliver world‑class cybersecurity solutions.