Senior Remote Team Lead – Customer Support & Technical Escalations – Distributed SaaS Company (brighthush)

About brighthush

brighthush is a trailblazer in secure, private networking, redefining how teams connect across borders. Since our inception in 2019, we have built a suite of cloud‑native solutions that empower individuals, startups, and enterprises to collaborate safely without compromising performance or privacy. Our technology is engineered for the modern, distributed workforce, offering zero‑trust VPNs, encrypted mesh networking, and seamless identity integration that scale from a single developer to thousands of users worldwide.

What sets brighthush apart is our commitment to a fully remote, autonomous culture. Every team member, from engineering to support, is trusted to deliver high‑impact work while enjoying the flexibility to work from any location. Transparency, continuous learning, and a shared sense of purpose drive our day‑to‑day operations. We believe that technology should empower people, not constrain them, and we are building the infrastructure that makes that belief a reality.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven organization that values innovation, diversity, and personal growth. Our remote‑first model means you can work from a quiet home office, a bustling café, or a co‑working space in your city—no matter where you are, you’ll feel connected to a vibrant, global community.

We invest heavily in our people. In addition to competitive salaries and equity, we provide a comprehensive benefits package that includes health, vision, dental, mental‑health resources, and a generous paid‑time‑off policy. We also offer a monthly home‑office stipend, internet reimbursement, and a flexible vacation policy that respects your work‑life balance. Our inclusive culture celebrates diverse perspectives and encourages every team member to bring their authentic self to work.

Position Overview

We are seeking an experienced Senior Remote Team Lead – Customer Support & Technical Escalations to guide a high‑performing squad of 8–10 Support Engineers. In this role, you will be both a hands‑on technical troubleshooter and a strategic partner, ensuring that our customers receive world‑class support while aligning the team’s efforts with brighthush’s broader product and engineering goals.

Key Responsibilities

• Team Leadership & Development – Mentor, coach, and grow a diverse group of support engineers. Conduct regular 1:1s, performance reviews, and career‑path discussions to foster professional growth and retention.
• Operational Excellence – Oversee daily support operations, ensuring SLA/SLO compliance for response and resolution times. Implement process improvements that reduce ticket backlog and increase first‑contact resolution.
• Escalation Management – Serve as the primary escalation point for complex technical issues and challenging customer interactions. Provide rapid, effective resolution while maintaining a calm, customer‑centric demeanor.
• Strategic Alignment – Collaborate with the VP of Customer Engineering to translate departmental roadmaps into actionable team objectives. Translate customer feedback into product enhancements and engineering priorities.
• Process & Tool Optimization – Partner with CX Operations to refine workflows and improve tooling (Jira, Incident.io, Kapa.ai, PagerDuty, etc.). Automate repetitive tasks and standardize knowledge base content.
• Quality Assurance – Perform regular QA reviews on support tickets to maintain technical accuracy and brand voice. Ensure that every interaction reflects brighthush’s commitment to excellence.
• Data‑Driven Insights – Analyze CSAT, TTFR, TTR, and other metrics to identify trends, report findings, and recommend improvements. Use data to drive continuous improvement and to showcase the team’s impact.
• Customer Advocacy – Act as the voice of the customer within the organization, feeding insights back to product and engineering teams. Champion customer needs in cross‑functional meetings.

Essential Qualifications

• 4+ years of technical support experience in a SaaS environment, with a proven track record of delivering high‑quality service.
• 1+ year of proven leadership, management, or formal mentoring experience, preferably in a distributed, remote‑first setting.
• Strong networking fundamentals: TCP/IP, DNS, firewalls, routing, and VPN technologies.
• Proficiency in networking and security concepts; Kubernetes knowledge is a plus.
• Experience with identity management and SSO integrations (Okta, Azure AD, Google Workspace).
• Hands‑on support across multiple operating systems (Linux, macOS, Windows).
• Track record of optimizing support workflows and tooling to increase efficiency and customer satisfaction.
• Data‑driven mindset: comfortable tracking and acting on metrics such as CSAT, TTFR, and TTR.
• Excellent communication skills, able to translate technical concepts to both customers and internal stakeholders.
• Thrives in a fast‑paced, remote environment with competing priorities.

Preferred Qualifications

• Experience leading support teams in a distributed, remote‑first organization.
• Background in cloud networking or VPN technologies.
• Familiarity with incident management platforms (PagerDuty, Opsgenie).
• Knowledge of AI‑driven support tools (Kapa.ai, similar platforms).
• Previous exposure to enterprise‑grade security protocols and compliance standards.

Skills & Competencies

• Leadership & Coaching – Ability to inspire, motivate, and develop a high‑performing team.
• Strategic Thinking & Execution – Translate vision into actionable plans and deliver results.
• Technical Troubleshooting & Root Cause Analysis – Diagnose complex issues quickly and accurately.
• Process Improvement & Automation – Identify bottlenecks and implement scalable solutions.
• Data Analysis & KPI Reporting – Use data to inform decisions and demonstrate impact.
• Customer‑Centric Mindset – Prioritize customer satisfaction and advocate for their needs.
• Cross‑Functional Collaboration – Work effectively with product, engineering, and operations.
• Adaptability & Resilience – Thrive in a dynamic, evolving environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by your ambition and the impact you create. As a Team Lead, you’ll:

• Progress to senior leadership roles such as Director of Customer Engineering or VP of Customer Experience.
• Participate in mentorship programs, both as a mentor and a mentee, fostering a culture of knowledge sharing.
• Receive an annual stipend of $1,500 for professional development—courses, certifications, conferences, or books.
• Engage in cross‑departmental projects that influence product strategy and roadmap.
• Benefit from a culture that encourages experimentation, learning from failure, and celebrating successes.

Work Environment & Culture

brighthush is a remote‑first company, but we understand the value of human connection. We offer:

• Flexible work hours to accommodate different time zones and personal commitments.
• Virtual and in‑person social events, including annual retreats and regional meet‑ups.
• A corporate co‑working program that provides access to WeWork or similar spaces worldwide.
• Inclusive hiring practices that actively seek diverse talent and provide accommodations throughout the recruitment process.
• A transparent, merit‑based promotion system that rewards performance and impact.

Compensation & Benefits

While specific offers vary by experience and skill set, brighthush typically offers:

• Competitive base salary (USD $140,000 – $170,000 for this role).
• Equity grants that vest over four years, giving you a stake in our long‑term success.
• Comprehensive health, vision, and dental coverage with no waiting period.
• Paid time off (PTO) and a flexible vacation policy that encourages you to recharge.
• Generous parental leave program, including top‑ups up to 26 weeks.
• Monthly home‑office stipend ($1,000) and internet reimbursement.
• Annual professional development budget ($1,500).
• Access to wellness programs, mental health resources, and employee assistance programs.

How to Apply

Ready to lead a world‑class support team and shape the future of secure networking? Click the link below to submit your application and join the brighthush family.

Apply to this role

Important Note on Accessibility

brighthush is committed to providing an accessible and inclusive hiring process. If you require accommodations at any stage of the recruitment process, please let us know. All legitimate communications from our talent team will originate from @brighthush.com or @greenhouse.io email addresses. For more information on protecting yourself from impersonators and scams, visit .