Senior Staff Customer Engineer – Koi Product Support & Technical Bridge – Empowering Global Cybersecurity Solutions at brighthush

About brighthush

brighthush stands at the forefront of the cybersecurity landscape, delivering cutting‑edge protection to millions of individuals and enterprises worldwide. Our mission is simple yet profound: to empower every customer to thrive in a secure digital environment, no matter how complex the threat landscape becomes. By marrying advanced artificial intelligence, robust threat intelligence, and human expertise, we craft adaptive, resilient security solutions that evolve with the ever‑shifting cyber world.

Why brighthush?

At brighthush, we cultivate a culture built on five core values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We believe that the best ideas emerge from diverse perspectives, and we actively nurture an environment where every voice is heard and every contribution matters. Whether you’re a seasoned engineer or an emerging talent, you’ll find opportunities to shape the future of cybersecurity, collaborate with some of the brightest minds in the industry, and make a tangible impact on the world.

Position Overview

The Senior Staff Customer Engineer – Koi Product Support & Technical Bridge is a pivotal role that bridges the gap between our engineering teams and the customers who rely on our solutions. You will be the technical champion who ensures that our product’s capabilities are fully realized in the field, translating complex customer challenges into actionable engineering solutions. This is a remote, hybrid‑friendly position that empowers you to collaborate across geographies while staying deeply connected to the customer experience.

Key Responsibilities

• Technical Liaison: Serve as the primary technical bridge between engineering, pre‑sales, field engineering, and customer success teams, ensuring seamless communication and alignment.
• Issue Lifecycle Ownership: Own the end‑to‑end lifecycle of high‑impact technical issues—from triage and root‑cause analysis to engineering collaboration, solution design, and safe deployment of updates to customer environments.
• Product Expertise: Develop and maintain deep expertise in the Koi product architecture, internal systems, and the broader brighthush technology stack.
• POV Enablement: Enable Domain Consultants to run successful Proof‑of‑Concepts (POVs) by providing deployment guidance, troubleshooting support, and value demonstration.
• Tool & Playbook Development: Build and refine internal tools, scripts, and playbooks that empower support teams to perform initial triage and resolution independently, reducing dependency on engineering.
• Process Improvement: Identify recurring friction points in POVs and customer deployments, proactively driving process improvements and automation.
• Root‑Cause Collaboration: Collaborate with engineering to identify root causes of recurring issues and champion long‑term, sustainable fixes that enhance product reliability.
• Knowledge Sharing: Document findings, create troubleshooting guides, and contribute to knowledge bases that serve cross‑functional teams and customers.
• Mentorship: Mentor junior engineers and support staff, fostering a culture of continuous learning and technical excellence.
• Strategic Insight: Provide feedback to product management on feature gaps, usability improvements, and emerging customer needs.
• Customer Advocacy: Represent customer interests in engineering roadmaps, ensuring that the solutions we build align with real‑world use cases.

Essential Qualifications

• Bachelor’s degree in Computer Science, Software Engineering, Industrial Engineering, or a related technical discipline (or equivalent practical experience).
• Strong software engineering background with a deep, system‑level understanding of software architectures, networking, and infrastructure.
• Proven track record of diagnosing, debugging, and resolving complex technical issues in production customer environments.
• Ability to quickly master new system architectures and independently debug unfamiliar, legacy, or proprietary codebases.
• Experience partnering closely with pre‑sales, field engineering, or customer success teams to support the technical retention lifecycle.
• Exceptional communication and presentation skills in English, with the ability to translate technical concepts for both highly technical and semi‑technical stakeholders.
• A strong “builder” mentality, demonstrated through the development of scalable tools, automation scripts, and repeatable processes that improve efficiency.
• Demonstrated ability to work independently in a fast‑paced, remote‑first environment.

Preferred Qualifications

• Experience working within the cybersecurity sector or at a cyber‑focused technology company.
• Hands‑on experience with cloud platforms (AWS, Azure, GCP) and containerization technologies (Docker, Kubernetes).
• Knowledge of security best practices, threat modeling, and incident response workflows.
• Familiarity with CI/CD pipelines, automated testing, and release management.
• Experience with scripting languages such as Python, Bash, or PowerShell.
• Background in network security, threat intelligence, or incident response.

Skills & Competencies

• Technical Leadership: Ability to guide cross‑functional teams through complex problem‑solving scenarios.
• Analytical Thinking: Strong aptitude for dissecting intricate systems and identifying root causes.
• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences and building lasting relationships.
• Adaptability: Comfortable navigating ambiguity and rapidly evolving technology landscapes.
• Collaboration: Proven success in working with diverse teams across engineering, sales, and support.
• Project Management: Skilled at prioritizing tasks, managing timelines, and delivering results under pressure.
• Communication: Excellent verbal and written communication skills, with the ability to influence stakeholders at all levels.
• Continuous Learning: A growth mindset and a passion for staying current with emerging technologies.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by your ambition and the impact you create. As a Senior Staff Customer Engineer, you’ll have the chance to:

• Lead high‑visibility projects that influence product strategy and roadmap.
• Mentor and coach junior engineers, building a legacy of technical excellence.
• Participate in cross‑functional initiatives that span product, security, and customer success.
• Attend industry conferences, hackathons, and training programs to stay at the forefront of cybersecurity trends.
• Progress into leadership roles such as Engineering Manager, Director of Customer Engineering, or VP of Technical Services.
• Contribute to open‑source projects and industry standards, amplifying your professional footprint.
• Take ownership of new product features from concept to launch, shaping the next generation of brighthush solutions.

Work Environment & Culture

brighthush fosters a hybrid work model that blends remote flexibility with collaborative in‑office hubs. Our culture is built on:

• Trust & Accountability: We empower our teams to take ownership and deliver results.
• Continuous Learning: From internal tech talks to external certifications, growth is a priority.
• Inclusive Collaboration: Diverse perspectives drive innovation and better solutions.
• Recognition & Celebration: We celebrate wins, both big and small, and recognize individual contributions.
• Work‑Life Balance: Flexible schedules, generous PTO, and a focus on mental well‑being.
• Community Engagement: Volunteer programs and partnerships with local nonprofits.

Compensation & Benefits

While the exact compensation will depend on experience and location, the base salary range for this role is approximately $95,200 to $154,000 per year. In addition to competitive pay, you can expect:

• Performance bonuses and potential equity awards (restricted stock units).
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work arrangements and remote work options.
• Professional development stipend and access to industry conferences.
• Wellness programs, including mental health resources and fitness reimbursements.
• Retirement savings plan with company match.
• Employee assistance program and life insurance.

Our Commitment to Diversity & Inclusion

brighthush is an equal‑opportunity employer that celebrates diversity in all its forms. We are committed to providing reasonable accommodations for all qualified individuals with disabilities. If you require assistance or accommodation due to a disability or special need, please contact our HR team at [email protected].

Ready to Make an Impact?

If you’re passionate about solving real‑world problems, thrive in a fast‑paced environment, and want to be part of a team that’s redefining cybersecurity, we want to hear from you. Join brighthush as a Senior Staff Customer Engineer and help us protect the digital world—one customer at a time.

Apply Today – Click the link below to submit your application and start your journey with brighthush.