Senior Remote Team Lead – Customer Support & Technical Escalations, SaaS & Networking – brighthush

About brighthush

brighthush is redefining the future of the Internet by delivering cutting‑edge software that makes it effortless and secure for people and devices to connect, no matter where they are. From hobbyists to multinational enterprises, teams of every size rely on brighthush every day to protect their networks, share access to internal tools, and keep their digital lives running smoothly. Founded in 2019, brighthush operates as a fully distributed organization that values flexibility, innovation, and a culture of continuous learning.

Why Join brighthush?

At brighthush, we believe that the best solutions come from diverse perspectives and inclusive teams. We’re committed to fair and equitable compensation practices, and we empower our employees to grow both personally and professionally. Whether you’re a seasoned support engineer or a seasoned leader looking to make a tangible impact, brighthush offers:

• Competitive base salary, equity, and performance‑based incentives
• Comprehensive health, vision, dental, and wellness benefits with no waiting period
• Generous paid time off, flexible work arrangements, and a fully remote-first environment
• Annual professional development stipend of $1,500 USD and access to mentorship and coaching programs
• Home‑office setup allowance of $1,000 USD, monthly internet reimbursement, and choice of company‑owned laptop (Mac or PC)
• Parental leave program with up to 26 weeks of paid leave from day one
• Annual company retreat, regional off‑sites, and opportunities to collaborate in person across North America and the United Kingdom
• Access to a global network of co‑working spaces and a vibrant community of brighthushers

Position Overview

We are looking for an experienced Remote Team Lead – Customer Support & Technical Escalations to serve as a player‑coach for a high‑performing team of 8‑10 Support Engineers. You will bridge the gap between frontline technical troubleshooting and strategic alignment, ensuring that our support team delivers world‑class service to all brighthush users. Reporting directly to the VP of Customer Engineering, you will align your team’s performance with departmental goals, manage technical escalations, and act as the voice of the customer across the organization.

Key Responsibilities

• Operational Leadership: Manage day‑to‑day support operations, ensuring that the support queue meets SLA/SLO targets for response and resolution times.
• Team Development: Lead onboarding, technical mentoring, and career coaching for all direct reports. Conduct regular 1:1s and performance reviews to foster growth and alignment.
• Escalation Management: Serve as the internal escalation point for complex technical issues and challenging customer situations, collaborating with engineering and product teams to resolve incidents.
• Strategic Alignment: Partner with the VP of Customer Engineering to align team activities with the broader strategic roadmap. Translate high‑level goals into actionable plans for the support team.
• Process & Tooling Improvement: Work closely with Support and CX Operations to refine workflows and enhance internal tooling (e.g., Jira, Incident.io, Kapa.ai, PagerDuty). Champion continuous improvement initiatives.
• Quality Assurance: Perform regular QA reviews on tickets to maintain technical accuracy and brand voice. Identify and implement best practices for knowledge base and documentation.
• Data‑Driven Insights: Analyze support data and customer feedback (CSAT, TTFR, TTR) to identify trends, root causes, and opportunities for improvement. Present findings to leadership.
• Cross‑Functional Collaboration: Act as a liaison between support, engineering, product, and marketing teams to ensure a unified customer experience.

Essential Qualifications

• 4+ years of experience in a technical support role within a SaaS environment.
• 1+ years of experience in a leadership, management, or formal mentoring capacity.
• Strong technical background in networking fundamentals (TCP/IP, DNS, firewalls, routing).
• Proficiency with networking and security concepts; experience with container orchestration (k8s) is a plus.
• Experience supporting identity management and SSO integrations (brighthush, brighthush, brighthush).
• Hands‑on experience supporting customers across multiple operating systems (Linux, MacOS, Windows).
• Proven ability to manage and optimize support workflows across processes and tooling.
• Data‑driven mindset with the ability to track and act on metrics such as CSAT, TTFR, and TTR.
• Excellent communication skills for translating technical concepts to both customers and internal stakeholders.
• Ability to thrive in a fast‑paced environment while managing multiple competing priorities.

Preferred Qualifications

• Experience in a distributed, remote‑first organization.
• Knowledge of incident response frameworks and incident‑management tools.
• Background in customer success or experience (CX) roles.
• Experience with automation and scripting (Python, Bash, PowerShell).
• Certifications such as CCNA, AWS Certified Solutions Architect, or equivalent.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, motivate, and develop a high‑performing team.
• Technical Acumen: Deep understanding of networking, security, and cloud infrastructure.
• Strategic Thinking: Translate business objectives into operational plans.
• Problem Solving: Diagnose complex technical issues and drive resolution.
• Communication: Clear, concise, and empathetic communication with customers and stakeholders.
• Project Management: Prioritize tasks, manage timelines, and deliver results.
• Collaboration: Work effectively across cross‑functional teams.
• Adaptability: Thrive in a dynamic, evolving environment.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional journey. As a Team Lead, you will:

• Lead high‑impact initiatives that shape the future of customer support at brighthush.
• Mentor and develop the next generation of support leaders.
• Participate in leadership development programs and executive coaching.
• Take ownership of cross‑departmental projects that influence product strategy.
• Earn equity and performance bonuses that reward your contributions.

Work Environment & Culture

brighthush is a fully distributed, remote‑first company that values flexibility, autonomy, and collaboration. Our culture is built on:

• Inclusivity: We celebrate diverse voices and backgrounds, ensuring every brighthusher feels heard and respected.
• Transparency: Open communication channels, regular all‑hands meetings, and a data‑driven approach to decision‑making.
• Innovation: A fast‑paced environment where new ideas are welcomed and tested quickly.
• Work‑Life Balance: Flexible schedules, generous PTO, and a focus on mental and physical well‑being.
• Community: Regular virtual and in‑person social events, hackathons, and team off‑sites.

Compensation & Benefits

While the exact offer will be tailored to your experience and skill set, you can expect:

• Competitive base salary (US range: $160,000 – $160,000 USD).
• Equity in brighthush, aligning your success with the company’s growth.
• Variable commission for quota‑based roles (where applicable).
• Comprehensive health, vision, dental, and wellness benefits.
• Paid parental leave, flexible work arrangements, and a home‑office stipend.
• Professional development stipend, mentorship, and internal promotion pathways.

How to Apply

If you’re ready to lead a dynamic support team, drive customer success, and shape the future of the Internet at brighthush, we’d love to hear from you. Click the link below to submit your application and join a community of passionate, innovative brighthushers.