Senior Remote Customer Technical Support Engineer – Cloud Security & Runtime Risk Management Specialist at brighthush

About brighthush

brighthush is a trailblazing cloud security pioneer that is redefining how enterprises detect, prioritize, and remediate critical risks in real time. By fusing advanced runtime analytics with intelligent threat intelligence, our next‑generation platform empowers security teams to act faster and more decisively than ever before. Founded in 2023, brighthush has quickly become a trusted partner for Fortune 500 organizations, mid‑market leaders, and emerging startups alike. With a culture that champions curiosity, collaboration, and continuous learning, we are on a mission to make cloud security accessible, actionable, and audaciously effective.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity, cross‑functional team that is building the future of cloud security. We value bold ideas, data‑driven decisions, and a relentless focus on customer success. As a Remote Customer Technical Support Engineer, you will:

• Be the frontline advocate for our customers, turning complex technical challenges into clear, actionable solutions.
• Collaborate directly with our R&D and Product squads to shape the next wave of product enhancements.
• Drive customer satisfaction scores that consistently exceed industry benchmarks.
• Build lasting relationships with security professionals who rely on brighthush to protect their most valuable assets.

We offer a fully remote, flexible work environment that supports work‑life balance, a competitive salary range of $90,000–$120,000, equity opportunities, comprehensive health benefits, unlimited PTO, and a culture that rewards innovation and ownership.

Key Responsibilities

As a Senior Remote Customer Technical Support Engineer, you will be the technical linchpin between our customers and the brighthush product ecosystem. Your day‑to‑day duties will include:

• Advanced Troubleshooting: Diagnose and resolve complex, multi‑layered issues involving MySQL, Linux, Kubernetes, Docker, cloud environments, and our proprietary runtime risk engine.
• Escalation Management: Serve as the primary escalation point for high‑severity incidents, coordinating with R&D, Product, and Engineering to deliver rapid, effective fixes.
• Customer Relationship Building: Conduct proactive check‑ins, product demos, and training sessions to ensure customers fully leverage brighthush’s capabilities.
• Documentation & Knowledge Base: Author detailed, user‑friendly troubleshooting guides, FAQs, and best‑practice whitepapers that empower both customers and internal teams.
• Continuous Improvement: Analyze incident trends, identify root causes, and propose product enhancements that reduce future support tickets.
• Metrics & Reporting: Track key performance indicators such as MTTR, CSAT, NPS, and ticket volume, and present insights to leadership.
• Cross‑Functional Collaboration: Partner with Sales, Success, and Marketing to provide feedback on customer pain points and feature requests.

Essential Qualifications

• Minimum 4 years of hands‑on experience in Technical Support, Technical Account Management, or a comparable role in the cybersecurity or cloud services space.
• Proven expertise with MySQL, Linux distributions (Ubuntu, CentOS), Kubernetes orchestration, Docker containerization, and major cloud platforms (AWS, Azure, GCP).
• Strong analytical skills with experience using OpenSearch, Grafana, Prometheus, or similar monitoring and log‑analysis tools.
• Excellent written and verbal communication abilities, capable of translating complex technical concepts into clear, concise guidance for both technical and non‑technical audiences.
• Demonstrated passion for cloud security innovation, staying current with emerging threats, compliance frameworks, and industry best practices.
• Self‑motivated, detail‑oriented, and comfortable working independently in a fully remote environment.

Preferred Qualifications

• Experience with security‑as‑a‑service platforms, threat intelligence feeds, or runtime protection solutions.
• Knowledge of scripting languages such as Python, Bash, or PowerShell for automation and troubleshooting.
• Certifications such as AWS Certified Solutions Architect, Certified Kubernetes Administrator (CKA), or CompTIA Security+.
• Previous exposure to agile development cycles and working within cross‑functional teams.
• Fluency in multiple languages or experience supporting a global customer base.

Skills & Competencies

• Technical Proficiency: Deep understanding of cloud infrastructure, containerization, and database management.
• Problem‑Solving: Ability to dissect complex issues, identify root causes, and devise elegant, scalable solutions.
• Customer‑Centric Mindset: Commitment to delivering exceptional service and building trust with clients.
• Communication: Clear articulation of technical details, both in writing and verbally, tailored to diverse audiences.
• Collaboration: Comfortable partnering with engineering, product, and sales teams to drive customer success.
• Adaptability: Thrives in a fast‑moving, evolving product landscape and can pivot quickly when priorities shift.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering continuous growth. As a Senior Remote Customer Technical Support Engineer, you will:

• Progress to a Lead Support Engineer or Technical Account Manager role, overseeing a team of support specialists.
• Transition into Product Management or Engineering, leveraging your deep customer insights to shape future features.
• Participate in a structured mentorship program that pairs you with senior leaders across the organization.
• Attend industry conferences, webinars, and training sessions—many of which are fully reimbursed.
• Contribute to open‑source projects and community initiatives that align with brighthush’s mission.

Work Environment & Culture

brighthush’s culture is built on transparency, autonomy, and a shared commitment to excellence. Key highlights include:

• Fully remote, flexible schedule with core hours that accommodate the US West Coast time zone.
• Regular virtual town halls, hackathons, and knowledge‑sharing sessions.
• Inclusive, diverse workforce that celebrates different perspectives and backgrounds.
• Open‑door policy where every voice is heard and valued.
• Focus on mental health and well‑being, with access to counseling services and wellness programs.

Compensation & Benefits

While specific figures may vary based on experience, the typical compensation package for this role includes:

• Base salary range: $90,000–$120,000 per year.
• Equity options that vest over four years, giving you a stake in brighthush’s success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match.
• Unlimited paid time off (PTO) and paid holidays.
• Professional development stipend and access to online learning platforms.
• Monthly stipend for home‑office equipment and high‑speed internet.
• Annual team‑building retreats and virtual social events.

How to Apply

If you are ready to take your technical support career to the next level, help shape the future of cloud security, and thrive in a culture that rewards innovation, we want to hear from you. Submit your application through the link below, and let’s build a safer, smarter cloud together.