Senior Technical Customer Engineer – AI‑Powered Cybersecurity SaaS Support & Integration Specialist – Championing Threat Defense Innovation & Customer Success Excellence at brighthush

About brighthush – Pioneering AI‑Driven Cyber Resilience

In a world where digital trust is the new currency, brighthush is redefining what it means to protect people, brands, and data. Our AI‑native platform marries cutting‑edge machine learning with real‑time threat intelligence, creating a shield that not only detects sophisticated social‑engineering attacks but also educates users through realistic, threat‑informed simulations. By blending detection, training, and actionable insights, we empower some of the world’s most recognized brands to dismantle attacker infrastructure and harden human resilience. If you are passionate about turning data into defense, you will find a home here.

Why brighthush Is a Game‑Changer

Social engineering has become the most common entry point for cybercriminals, and traditional security stacks often leave the human factor as the weakest link. brighthush’s AI‑driven platform is the first line of defense that not only detects these attacks in real time but also educates users through realistic, threat‑informed simulations. The result is a measurable reduction in human‑factor incidents and a stronger, more aware workforce. Our mission is simple: solve the internet’s most urgent trust and safety challenges—one sophisticated attack at a time.

Meet the Team That Makes It Happen

The Senior Technical Customer Engineer will join a cross‑functional squad that includes Customer Success, Product, Engineering, and Security. This team is the bridge between our customers and the core product, ensuring that every technical interaction translates into actionable insights and product improvements. You’ll collaborate with engineers building the next generation of AI detection models, product managers prioritizing feature releases, and security analysts monitoring threat landscapes in real time. Together, we create a feedback loop that continuously sharpens our platform and elevates customer experience.

A Day in the Life

Every day is a blend of deep technical dives, stakeholder communication, and continuous improvement. A typical day might look like this:

• Morning Sync (9:00 – 9:30 AM): Quick stand‑up with the Customer Success team to review high‑priority tickets and align on escalation paths.
• Ticket Deep‑Dive (9:30 – 12:00 PM): Investigate a complex integration issue, reproduce the problem in a sandbox, and document root‑cause findings.
• Lunch & Learning (12:00 – 1:00 PM): Attend a knowledge‑sharing session on the latest AI threat‑intel research.
• Customer Call (1:00 – 2:30 PM): Present findings to a senior executive, translating technical jargon into clear business impact.
• Internal Collaboration (2:30 – 4:00 PM): Work with the Solutions Architecture team to design a custom workflow for a multi‑tenant customer.
• Documentation & Playbook Creation (4:00 – 5:00 PM): Convert the investigation into a reusable troubleshooting guide for frontline support.
• Wrap‑Up & Planning (5:00 – 5:30 PM): Update tickets, set priorities for the next day, and reflect on lessons learned.

The Role

We are seeking a highly technical, customer‑facing professional to join our post‑sales organization as a Senior Technical Customer Engineer. In this role you will act as the critical escalation point between frontline Customer Support and our specialist teams—Solutions Architecture, Product, and Engineering. You will own advanced technical investigations that demand deeper product knowledge, troubleshooting acumen, and decisive judgment before specialist escalation is required.

In partnership with Customer Success Managers, you will serve as a hands‑on technical resource for integrations, reporting, configuration, and other complex customer needs. This position is ideal for someone who thrives on solving challenging customer problems, collaborating directly with technical stakeholders, and translating intricate technical concepts into clear, actionable insights for both technical and non‑technical audiences.

Key Responsibilities

Resolve Advanced Technical Issues

• Act as the primary escalation point for complex issues that frontline support cannot resolve.
• Conduct deep technical investigations across platform configuration, integrations, alert behavior, workflows, reporting, and other sophisticated customer scenarios.
• Reproduce issues, gather evidence, identify root causes, and differentiate between configuration problems, expected behavior, product defects, and specialist‑owned work.
• Resolve complex technical issues directly whenever possible, rather than merely preparing them for escalation.
• Escalate to Solutions Architecture, Product, or Engineering only after completing the required investigation and documenting a clear, specific request.
• Maintain ownership of the investigation through resolution or a clear handoff, and communicate findings to Support, Customer Success, and other internal stakeholders.

Partner with Customer Success

• Serve as a technical resource for Customer Success Managers on complex customer questions, technical risks, and platform needs.
• Participate in customer‑facing technical discussions when deeper product or integration expertise is required.
• Help Customer Success Managers understand technical constraints, available solutions, and appropriate next steps without taking over commercial account ownership.
• Support technically complex customer initiatives that require coordination across multiple brighthush teams.

Deliver Technical Services

• Support customer integrations, including APIs, authentication, data flows, SSO, and other supported platform connections.
• Build and troubleshoot customer‑facing reports and data‑delivery solutions, including reports based on alert metrics, platform activity, and technical analysis.
• Assist with complex platform configuration and optimization.
• Deliver defined technical projects within established Technical Services scope, escalating work that requires custom architecture or engineering.
• Create reusable approaches for recurring integration, reporting, and configuration needs.

Improve Support Scale

• Transform recurring advanced investigations into troubleshooting guides, diagnostics, documentation, and playbooks for frontline Support.
• Identify work that can be shifted from Technical Customer Engineering to frontline Support through better tooling, documentation, or training.
• Partner with Support and Enablement to enhance technical knowledge and troubleshooting capability.
• Spot opportunities for automation, self‑service, or product improvements that reduce recurring manual work.
• Share recurring customer friction and product gaps with Product and Engineering to drive continuous improvement.

Essential Qualifications

• 5+ years of experience in technical support, support engineering, customer engineering, solutions engineering, solutions architecture, technical account management, or a related technical post‑sales role.
• Strong troubleshooting and root‑cause analysis skills across complex SaaS environments.
• Proven track record of working directly with enterprise customers and communicating technical concepts clearly to both technical and non‑technical stakeholders.
• Hands‑on experience with APIs, integrations, authentication, data workflows, reporting, or similar technical customer requirements.
• Ability to investigate ambiguous problems, establish facts, and determine the appropriate technical owner.
• Experience escalating reproducible product issues to Engineering with clear evidence, expected‑versus‑actual behavior, and reproduction steps.
• Strong written documentation skills and a habit of turning one‑off solutions into reusable knowledge.
• Excellent time‑management skills, with the ability to juggle multiple customer technical requests and prioritize effectively in a fast‑moving environment.

Preferred Qualifications

• Experience in cybersecurity, threat intelligence, digital risk protection, trust and safety, fraud, or social engineering defense.
• Familiarity with APIs, SSO, identity systems, cloud platforms, and enterprise security workflows.
• Experience building customer‑facing technical reports and translating alert metrics, platform data, and technical analysis into clear customer insights.
• Experience in Support Engineering, Customer Engineering, or a role that bridges frontline Support and Engineering.
• Familiarity with support and engineering workflow systems such as Jira, ServiceNow, or similar tools.
• Experience working in a rapidly growing startup or similarly dynamic environment.

Skills & Competencies

• Advanced problem‑solving and analytical thinking.
• Strong communication skills—both written and verbal—across technical and business audiences.
• Customer‑centric mindset with a passion for delivering high‑quality support and building lasting relationships.
• Proficiency in troubleshooting tools, log analysis, and performance monitoring.
• Experience with cloud platforms (AWS, Azure, GCP) and identity‑and‑access‑management (IAM) concepts.
• Adaptability and resilience in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, your impact is immediate and visible. As a Senior Technical Customer Engineer, you will:

• Shape the future of our technical support processes, influencing product roadmap and customer experience.
• Collaborate with cross‑functional teams—Product, Engineering, Security, and Customer Success—to drive innovation.
• Lead initiatives that streamline support workflows, automate repetitive tasks, and enhance customer satisfaction.
• Mentor junior engineers and support staff, fostering a culture of continuous learning and technical excellence.
• Participate in industry conferences, webinars, and internal knowledge‑sharing sessions to stay ahead of emerging threats and technologies.
• Advance into senior leadership roles such as Technical Program Manager, Solutions Architect, or Director of Customer Success Engineering.

Work Environment & Culture at brighthush

brighthush thrives on a culture of curiosity, collaboration, and bold experimentation. We celebrate diverse perspectives and encourage every team member to challenge the status quo. Our remote‑first environment offers flexibility, while regular virtual town halls and quarterly in‑person retreats keep us connected and aligned. We value work‑life balance, provide generous PTO, and support continuous professional development through learning stipends, certifications, and mentorship programs.

Compensation, Perks, and Benefits

While specific figures vary by role and location, brighthush offers a competitive total‑compensation package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses and equity opportunities that align your success with the company’s growth.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching and financial wellness resources.
• Unlimited paid time off and flexible work arrangements.
• Learning and development budget, including conference travel, courses, and certifications.
• Wellness programs, mental‑health support, and employee assistance resources.
• Team‑building events, hackathons, and community outreach initiatives.

How to Apply

Ready to make a tangible impact on the future of cybersecurity? Submit your resume, cover letter, and any relevant portfolio or case studies through our careers portal. Highlight specific examples where you resolved complex technical issues, improved support processes, or drove product enhancements. We look forward to learning how your expertise can help brighthush continue to protect the world’s most valuable digital assets.

Join brighthush Today – Your Next Big Opportunity Awaits

If you’re a seasoned technical engineer who thrives on solving high‑stakes problems, loves collaborating across disciplines, and is passionate about building safer digital experiences, brighthush wants to hear from you. Apply now and become part of a team that is redefining what it means to protect people and brands in an increasingly hostile cyber world.