Senior Technical Customer Support Specialist – 24/7 Global Cybersecurity Operations, Incident Response, and Customer Success Champion at brighthush

About brighthush

brighthush is not just a cybersecurity platform – it’s a global movement that turns learning into a living, breathing experience. With a vibrant community of over four million members and a portfolio of more than 800 enterprise customers—including Fortune 500 leaders, government agencies, and managed security service providers—brighthush delivers threat‑informed learning paths, live‑fire simulations, and hands‑on labs that transform cyber readiness into measurable resilience.

Our mission is simple yet bold: to make cybersecurity accessible, engaging, and effective for everyone. Whether you’re a seasoned security professional or a curious beginner, brighthush offers a dynamic ecosystem where learning, collaboration, and innovation thrive. As we expand our global footprint, we’re looking for passionate, customer‑centric talent to join our dynamic support team and help shape the future of cyber education.

Why Join brighthush?

• Impact at Scale – Your work will directly influence the experience of millions of users worldwide, ensuring they can learn, grow, and secure their environments with confidence.
• 24/7 Global Operations – Collaborate with a diverse, international team that spans multiple time zones, delivering world‑class support around the clock.
• Continuous Learning – Access to the full brighthush lab library, industry conferences, and a dedicated budget for professional development.
• Culture of Innovation – A supportive, flexible, and autonomy‑driven environment that encourages experimentation, problem‑solving, and personal growth.
• Competitive Compensation & Perks – Generous leave, parental leave, home‑office allowance, state‑of‑the‑art equipment, and more.

Key Responsibilities

As a Senior Technical Customer Support Specialist, you will be the frontline advocate for our users, ensuring their challenges are resolved swiftly and accurately. Your day‑to‑day tasks will include:

• Managing inbound support tickets across the brighthush ecosystem, including web portals, mobile apps, and community forums.
• Reproducing user‑reported incidents in a controlled lab environment to diagnose root causes.
• Escalating complex technical issues to the appropriate internal teams (Infrastructure, Content Development, Software Engineering) and coordinating resolution timelines.
• Communicating status updates to users via Intercom, Discord, or email, maintaining a high level of professionalism and empathy.
• Creating and maintaining detailed JIRA tickets with reproducible steps, screenshots, and impact assessments.
• Evaluating the severity and potential business impact of incidents, prioritizing actions accordingly.
• Collaborating with cross‑functional teams to implement process improvements and knowledge‑base updates.
• Participating in on‑call rotations and weekend coverage as required to support our global user base.

Essential Qualifications

We’re looking for candidates who bring a blend of technical expertise, customer focus, and a passion for cybersecurity:

• Proven experience in technical customer support or a related role, preferably in a cybersecurity or software‑as‑a‑service environment.
• Strong command of web development fundamentals (HTML, CSS, JavaScript) and familiarity with common web application issues.
• Hands‑on experience with developer tools (DevTools) and debugging techniques.
• Solid understanding of Windows and Linux operating systems, including file systems, networking, and security configurations.
• Proficiency in at least one scripting language (Python, Bash, PowerShell) to automate troubleshooting steps.
• Excellent written and verbal communication skills in English, with the ability to articulate complex technical concepts to non‑technical audiences.
• Demonstrated ability to troubleshoot, diagnose, and resolve technical problems under pressure.
• Experience with ticketing systems (JIRA, Zendesk, Intercom) and knowledge of incident‑management workflows.
• Strong organizational skills and the capacity to manage multiple concurrent support tickets.

Preferred Qualifications

These additional skills will set you apart and help you thrive in our fast‑paced environment:

• Prior exposure to the brighthush platform or similar cybersecurity learning environments.
• Knowledge of network engineering concepts, including TCP/IP, DNS, VPNs, and firewalls.
• Experience with cloud platforms (AWS, Azure, GCP) and containerization (Docker, Kubernetes).
• Familiarity with security frameworks (NIST, ISO 27001) and compliance standards.
• Background in penetration testing or red‑team operations.
• Multilingual capabilities, especially in languages spoken in the Southeast Asia region (e.g., Indonesian, Thai, Vietnamese).

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional support experiences.
• Analytical thinking and problem‑solving aptitude, with a methodical approach to debugging.
• Strong teamwork and collaboration skills, able to work effectively across distributed teams.
• Adaptability and resilience in a dynamic, high‑volume environment.
• Proactive communication and the ability to translate technical jargon into clear, actionable guidance.
• Commitment to continuous learning and staying current with emerging cybersecurity trends.

Career Growth & Learning Opportunities

At brighthush, your professional journey is as dynamic as the cyber threat landscape. We invest heavily in your growth through:

• Access to the full brighthush lab library, enabling you to experiment with the latest threat scenarios.
• Annual budget for industry conferences, certifications, and workshops.
• Mentorship programs pairing you with senior engineers and product leaders.
• Clear career pathways from Support Specialist to Technical Lead, Product Manager, or Security Engineer.
• Opportunities to contribute to open‑source projects and community initiatives.

Work Environment & Culture

Our culture is built on trust, autonomy, and a shared commitment to excellence. You’ll find:

• Remote‑first flexibility with a global team that values work‑life balance.
• Transparent communication channels, from daily stand‑ups to quarterly town halls.
• A collaborative environment where ideas are welcomed and experimentation is encouraged.
• Regular hackathons and knowledge‑sharing sessions that keep the team sharp and connected.
• A focus on mental health and well‑being, with resources such as counseling, meditation sessions, and wellness stipends.

Compensation & Benefits

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

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses and equity opportunities.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, parental leave, and flexible sick days.
• Home‑office stipend, ergonomic equipment, and tech allowances.
• Annual professional development stipend and access to industry certifications.
• Employee referral bonuses and wellness programs.

How to Apply

Ready to make a real difference in the world of cybersecurity? Click the link below to submit your application and join the brighthush team. We’re excited to learn how your unique skills and passion can help us empower millions of users worldwide.