Senior Remote Software Customer Success & Technical Support Lead – PremierOne, Flex, and Emergency Call Handling Solutions for Public Safety Communications at brighthush – Champion Life‑Saving Technology

About brighthush

brighthush stands at the forefront of mission‑critical communication technology, empowering public safety agencies, emergency responders, and commercial enterprises to stay connected when seconds matter. Founded in 1928 as a pioneering radio manufacturer, brighthush has evolved into a global technology powerhouse that blends deep industry expertise with cutting‑edge cloud, API, and video deployment capabilities. Our portfolio spans advanced radio systems, command‑center software, and integrated video solutions that enable teams to make faster, smarter decisions in high‑stakes environments.

Operating as a fully remote‑first organization, brighthush gives its people the freedom to work from anywhere in the United States while fostering a culture of collaboration, innovation, and continuous learning. We are looking for a dynamic, customer‑centric leader who can bridge the gap between technical excellence and exceptional service delivery. If you thrive in a fast‑moving, cross‑functional environment and want to help shape the future of public‑safety communications, we want to hear from you.

Why This Role Matters

In the world of public safety, every second counts. The software you help deliver is the backbone of life‑saving operations, from dispatch centers to field teams. As the Senior Remote Software Customer Success & Technical Support Lead, you will be the linchpin that ensures our PremierOne, Flex, and Emergency Call Handling solutions perform flawlessly for our customers. Your expertise will directly impact the safety and efficiency of communities across the country.

Key Responsibilities

In this role, you will be the driving force behind seamless customer engagements and flawless software performance. Your day‑to‑day activities will include:

• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Service Managers, and CMSO Support teams to orchestrate seamless customer engagements.
• Service Agreement Execution: Own the end‑to‑end delivery of service agreements, from deployment of field resources to reduction of time‑to‑resolution and proactive escalation management.
• Solution Selection & Delivery: Apply sound judgment to select the most effective methods and techniques for resolving complex technical issues.
• Best‑Practice Enforcement: Champion industry best practices within each customer’s environment, ensuring compliance, security, and optimal performance.
• Customer Escalation Management: Deliver consistent, high‑quality service levels by exceeding expectations and resolving escalations with speed and professionalism.
• Change & Upgrade Coordination: Lead the planning, communication, and execution of technical changes—including new cloud releases, customer requests, field change orders, and reconfigurations—across all upgrade and execution plans.
• Complex Issue Oversight: Maintain a deep understanding of all complex service matters, including technical solution implementations and ongoing activities.
• Performance Reporting: Generate insightful reports on technical performance and provide regular reviews of open service requests within each customer’s environment.
• Technical Communication: Translate complex technical problems and solutions into clear, actionable information for both internal teams and client stakeholders.
• Resource Coordination: Ensure effective coordination and support between account teams and technical resources, fostering a unified approach to customer success.
• Trusted Advisor Development: Build value‑added relationships within each account, positioning yourself as the go‑to technical advisor for the customer.

Essential Qualifications

• Bachelor’s degree in a related field.
• Minimum of 3 years of customer success experience in the public safety or technology sector.
• At least 5 years of sales experience within public safety or related industries.
• Legal authorization to work in the United States indefinitely; sponsorship is not available.
• Strong understanding of brighthush software and video products, API technologies, software architecture, system integration, and cloud deployment.
• Proficiency in Agile project management and familiarity with software deployment methodologies and quality processes.
• Demonstrated dedication to delivering end‑to‑end solutions with exceptional quality.

Preferred Qualifications

• Advanced degree (Master’s or higher) in a technical or business discipline.
• 5 + years of experience with CommandCenter Software, Mobile Video Deployment, Engineering, Sales/Presales, CMSO, or Managed & Support Services.
• Prior public safety experience, especially with emergency communication systems.
• Experience managing large‑scale software deployments and upgrades in a cloud environment.
• Track record of building and maintaining high‑performing, cross‑functional teams.
• Strong analytical skills with the ability to translate data into actionable insights.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and building long‑term relationships.
• Technical Acumen: Deep knowledge of software architecture, APIs, and cloud technologies.
• Leadership & Influence: Ability to lead without authority, inspire teams, and drive consensus across multiple stakeholders.
• Problem‑Solving: Creative, analytical thinker who can troubleshoot complex issues and devise innovative solutions.
• Communication: Excellent verbal and written communication skills, capable of translating technical concepts to non‑technical audiences.
• Project Management: Skilled in Agile methodologies, prioritization, and resource allocation.
• Adaptability: Comfortable working in a fast‑moving environment with shifting priorities and tight deadlines.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As the Senior Remote Software Customer Success & Technical Support Lead, you will:

• Lead high‑impact projects that shape the future of public‑safety communications.
• Collaborate with senior leaders across product, engineering, and sales to influence product roadmaps.
• Participate in continuous learning programs, including technical certifications, leadership workshops, and industry conferences.
• Mentor junior team members and contribute to a culture of knowledge sharing.
• Advance into senior leadership roles such as Director of Customer Success, Head of Technical Services, or VP of Product Management.

Work Environment & Company Culture

brighthush is built on a foundation of trust, transparency, and teamwork. Our remote‑first model means you can work from anywhere in the U.S., but you’ll still enjoy:

• Weekly virtual town halls and cross‑departmental syncs.
• Access to a global network of experts and peers.
• Flexible work hours that accommodate different time zones.
• A culture that celebrates innovation, recognizes achievements, and rewards collaboration.
• Regular virtual team‑building events, hackathons, and wellness initiatives.

Compensation & Benefits

While specific figures vary based on experience, we offer a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based incentive bonus plans.
• Comprehensive medical, dental, and vision coverage.
• 401(k) plan with company match.
• 10 paid holidays and generous paid time off (PTO).
• Employee Stock Purchase Plan (ESPP).
• Paid parental and family leave.
• Fully remote position with approximately 25‑50% travel within the Southeast.

Why brighthush?

At brighthush, you’ll be part of a mission‑driven organization that is redefining how public safety agencies and commercial enterprises communicate. You’ll work alongside passionate professionals who are committed to innovation, quality, and customer success. Your contributions will directly impact the safety and efficiency of communities across the country.

Ready to Join Us?

If you are a proactive, customer‑focused leader with a strong technical background and a passion for public safety, we encourage you to apply today. Bring your expertise, your curiosity, and your drive to a company that values your contributions and invests in your growth.

Apply now and help us build the next generation of communication solutions that keep people safe and connected.