Senior Remote Team Lead – Customer Support & Technical Escalations, Global SaaS Connectivity Champion at brighthush

About brighthush

brighthush is a pioneering force in secure, private networking, redefining how teams connect across borders. Founded in 2019, we have engineered a suite of cloud‑native solutions that empower individuals, startups, and enterprises to collaborate safely without compromising performance or privacy. Our technology stack—zero‑trust VPNs, encrypted mesh networking, and seamless identity integration—scales effortlessly from a single developer to thousands of users worldwide.

What sets brighthush apart is our unwavering 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 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. Create a culture of psychological safety where team members feel empowered to share ideas and challenge the status quo.
• 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. Own the support ticket lifecycle from intake to closure.
• 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. Own the “escalation playbook” and refine it continuously.
• 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. Act as the bridge between support and product, ensuring that the voice of the customer is heard at every level.
• Process & Tool Optimization – Partner with CX Operations to refine workflows and improve tooling (brighthush, brighthush, brighthush, brighthush, brighthush). Automate repetitive tasks, standardize knowledge base content, and implement AI‑driven triage where appropriate.
• 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 and that knowledge base articles are up‑to‑date and actionable.
• 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 to leadership.
• 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 and help shape the product roadmap.

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 (brighthush, brighthush, brighthush).
• 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 (brighthush, brighthush).
• Knowledge of AI‑driven support tools (brighthush, brighthush).
• 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 – Translate business goals into actionable plans and measurable outcomes.
• Technical Proficiency – Deep understanding of networking, security, and cloud infrastructure.
• Communication – Clear, concise, and empathetic communication with customers and cross‑functional partners.
• Problem‑Solving – Analytical mindset to diagnose complex issues and devise effective solutions.
• Adaptability – Thrive in a dynamic, fast‑moving environment with evolving priorities.
• Data Literacy – Ability to interpret metrics, generate insights, and drive data‑based decisions.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. As a Senior Remote Team Lead, you will have the chance to:

• Lead cross‑functional initiatives that shape the future of our product roadmap.
• Mentor junior engineers and support staff, building a legacy of knowledge sharing.
• Participate in leadership training programs and industry conferences.
• Explore opportunities to transition into Product Management, Engineering, or Customer Success Leadership roles.
• Contribute to open‑source projects and community events that showcase brighthush’s expertise.
• Own a portfolio of high‑impact projects that directly influence customer satisfaction and product quality.

Work Environment & Culture

brighthush’s remote‑first culture is built on trust, transparency, and collaboration. We celebrate the diversity of our global team and encourage everyone to bring their authentic selves to work. Our culture is defined by:

• Autonomy – You set your own schedule and work from wherever you feel most productive.
• Continuous Learning – Access to a curated library of courses, certifications, and internal knowledge bases.
• Community – Regular virtual town halls, hackathons, and informal meetups keep us connected.
• Well‑Being – Mental health resources, flexible time off, and a focus on work‑life balance.
• Impact – Your work directly influences the experience of thousands of customers worldwide.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for senior leadership roles.
• Equity options that allow you to share in the company’s long‑term success.
• Health, vision, and dental insurance for you and your dependents.
• Mental‑health stipend and access to counseling services.
• Generous paid‑time‑off policy, including vacation, sick leave, and personal days.
• Monthly home‑office stipend and internet reimbursement.
• Flexible work hours and a 4‑day work week pilot for eligible teams.
• Professional development budget for certifications, conferences, and training.
• Annual team‑building retreats and virtual social events.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a remote environment, and want to lead a high‑performing support team at a cutting‑edge SaaS company, we would love to hear from you. Please submit your resume, a brief cover letter outlining your relevant experience, and any portfolio or case studies that demonstrate your impact in customer support or technical escalation roles.

Join brighthush and help us build the future of secure, private networking for the world’s most distributed teams. Together, we’ll create solutions that empower people to connect, collaborate, and innovate—no matter where they are.