Senior Remote Team Lead – Customer Support & Technical Escalations Specialist (SaaS & Networking) at brighthush

About brighthush

brighthush is a trailblazer in the next‑generation Internet, delivering secure, cloud‑native networking and collaboration tools that empower individuals, teams, and enterprises worldwide. Founded in 2019, we have evolved from a small, agile startup into a global, fully distributed organization that champions flexibility, innovation, and continuous learning. Our mission is simple yet ambitious: to make connectivity effortless, reliable, and safe for every device, anywhere.

With a portfolio that spans secure networking, identity management, and real‑time collaboration, brighthush serves a diverse customer base—from hobbyists and small businesses to Fortune 500 enterprises. Our solutions are engineered to scale with the complexity of modern digital environments, ensuring that users can focus on their core work while we handle the underlying infrastructure.

Why Join brighthush?

At brighthush, we believe that the best products are built by diverse, inclusive teams that are empowered to innovate. We offer a culture that rewards curiosity, collaboration, and ownership. Whether you are a seasoned support engineer or a seasoned leader ready to make a tangible impact, brighthush provides:

• Competitive base salary, equity, and performance‑based incentives that align your success with the company’s growth.
• 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 seeking an experienced Senior Remote Team Lead – Customer Support & Technical Escalations Specialist to serve as a player‑coach for a high‑performing team of 8–10 Support Engineers. In this role, 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: Oversee day‑to‑day support operations, ensuring that the support queue consistently meets SLA/SLO targets for response and resolution times. Implement process improvements that reduce ticket backlog and increase first‑contact resolution.
• Team Development: Lead onboarding, technical mentoring, and career coaching for all direct reports. Conduct regular 1:1s and performance reviews to foster growth, engagement, and alignment with brighthush values.
• Escalation Management: Serve as the internal escalation point for complex technical issues and challenging customer situations. Collaborate with engineering, product, and security teams to resolve incidents and prevent recurrence.
• Strategic Alignment: Partner with the VP of Customer Engineering to translate high‑level goals into actionable plans for the support team. Align team activities with the broader strategic roadmap and product vision.
• 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 that increase efficiency and quality.
• 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, ensuring that information is clear, up‑to‑date, and accessible.
• 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 and recommend actionable changes.
• Cross‑Functional Collaboration: Act as a liaison between support, engineering, product, and marketing teams to ensure a unified customer experience. Translate customer pain points into product enhancements and feature requests.
• Customer Advocacy: Champion the customer’s voice within the organization, ensuring that their needs and expectations shape product development and service delivery.
• Team Culture & Engagement: Foster a culture of continuous learning, psychological safety, and high performance. Organize team knowledge‑sharing sessions, hackathons, and social events to strengthen cohesion.

Essential Qualifications

• 4+ years of experience in a technical support role within a SaaS environment, with a proven track record of delivering high‑quality customer service.
• 1+ years of experience in a leadership, management, or formal mentoring capacity, ideally within a distributed, remote‑first organization.
• Strong technical background in networking fundamentals (TCP/IP, DNS, firewalls, routing) and a deep understanding of cloud networking concepts.
• Proficiency with networking and security concepts; experience with container orchestration (k8s) and cloud platforms (AWS, Azure, GCP) is a plus.
• Hands‑on experience supporting identity management and SSO integrations across multiple platforms.
• Experience supporting customers across multiple operating systems (Linux, macOS, Windows) and a variety of device types.
• Proven ability to manage and optimize support workflows across processes and tooling, driving measurable improvements in efficiency and quality.
• Data‑driven mindset with the ability to track and act on metrics such as CSAT, TTFR, and TTR, and to translate data into actionable insights.
• Excellent communication skills for translating technical concepts to both customers and internal stakeholders, with a strong emphasis on empathy and clarity.
• Ability to thrive in a fast‑paced environment while managing multiple competing priorities, balancing tactical execution with strategic vision.

Preferred Qualifications

• Experience in a distributed, remote‑first organization, with a proven ability to build and lead high‑performing remote teams.
• Knowledge of incident response frameworks (e.g., NIST, ISO 27001) and incident‑management tools.
• Background in customer success or experience (CX) roles, with a focus on customer journey mapping and lifecycle management.
• Experience with automation and scripting (Python, Bash, PowerShell) to streamline support processes and reduce manual effort.
• Certifications such as CCNA, AWS Certified Solutions Architect, or equivalent, demonstrating a commitment to professional growth.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, motivate, and develop a high‑performing team, fostering a culture of ownership and continuous improvement.
• Technical Acumen: Deep understanding of networking, security, and cloud infrastructure, enabling effective troubleshooting and escalation.
• Strategic Thinking: Translate business objectives into operational plans, aligning team goals with the company’s vision.
• Problem Solving: Diagnose complex technical issues, identify root causes, and drive resolution while maintaining customer satisfaction.
• Communication: Clear, concise, and empathetic communication with customers, engineers, product managers, and executives.
• Project Management: Prioritize tasks, manage timelines, and deliver results in a dynamic, evolving environment.
• Collaboration: Work effectively across cross‑functional teams, building strong relationships and fostering alignment.
• Adaptability: Thrive in a fast‑paced, distributed environment, embracing change and driving continuous improvement.

Career Growth & Learning Opportunities

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

• Lead high‑impact initiatives that shape the future of customer support and technical escalation at brighthush.
• Mentor and develop the next generation of support leaders, building a legacy of excellence.
• Participate in leadership development programs, executive coaching, and cross‑departmental projects that influence product strategy.
• Own cross‑departmental initiatives that drive product improvements, customer satisfaction, and operational efficiency.
• Earn equity and performance bonuses that reward your contributions and align your success with the company’s growth.
• Access a global network of learning resources, including conferences, workshops, and internal knowledge‑sharing sessions.

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 that 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, tested quickly, and scaled when proven.
• 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 that strengthen bonds across the organization.
• Continuous Learning: A culture that encourages experimentation, learning from failure, and celebrating successes.

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 – $200,000 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 with no waiting period.
• Paid parental leave, flexible work arrangements, and a home‑office stipend.
• Annual professional development stipend, mentorship, and internal promotion pathways.
• Generous paid time off, flexible work arrangements, and a fully remote‑first environment.
• Annual company retreat, regional off‑sites, and opportunities to collaborate in person across North America and the United Kingdom.

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.