Senior Technical Services & Customer Support Manager – Leading Field Engineering & Mission‑Critical Deployment for Public Safety Solutions at brighthush

About brighthush

brighthush is a global technology leader dedicated to building and connecting solutions that keep people safe in every environment—schools, hospitals, businesses, and communities worldwide. Our mission is to empower public safety agencies with reliable, mission‑critical recording and communication tools that protect lives, property, and critical infrastructure. As a people‑first organization, we foster a culture of collaboration, innovation, and continuous learning, ensuring that every team member can thrive and make a meaningful impact.

Why Join brighthush?

• Impactful Work: Your expertise will directly support emergency communications systems that safeguard thousands of lives.
• Career Growth: We invest heavily in professional development, offering mentorship, certifications, and cross‑functional projects that accelerate your career trajectory.
• Diverse & Inclusive Culture: brighthush celebrates diverse perspectives and promotes an inclusive workplace where every voice is heard.
• Competitive Compensation & Benefits: We offer a comprehensive benefits package, including medical, dental, vision, 401(k) with company match, paid holidays, generous PTO, parental leave, and an employee stock purchase plan.
• Flexible Work Environment: Enjoy the freedom of remote work with the support of a collaborative, high‑performing team.

Position Overview

As the Senior Technical Services & Customer Support Manager, you will lead brighthush’s post‑sales technical services organization. You will manage a high‑performing team of Field Engineers responsible for the installation, deployment, and ongoing maintenance of our flagship product, brighthush Hindsight 4. Your leadership will ensure that our public safety customers receive flawless, on‑time service that meets stringent Service Level Agreements (SLAs) and supports 24/7 emergency operations.

Key Responsibilities

• Team Leadership & Development
  • Direct, mentor, and evaluate a dual‑function team of Field Engineers, fostering a culture of accountability, collaboration, and continuous improvement.
  • Conduct regular one‑on‑ones, performance reviews, and skill‑gap analyses to align individual growth with business objectives.
  • Establish clear KPIs—response times, resolution rates, project delivery schedules, and customer satisfaction scores—and track progress through dashboards and reporting.
  • Champion a high‑energy, safety‑first mindset that reflects the 24/7 nature of public safety operations.
• Field Engineering & Deployment Oversight
  • Plan, schedule, and execute on‑site hardware and software installations, upgrades, and system cutovers for public safety agencies.
  • Collaborate closely with Project Managers, client IT/dispatch directors, and vendor partners to align deployment timelines and site readiness.
  • Ensure Field Engineers adhere to standardized installation protocols, site acceptance testing (SAT), and security compliance standards.
  • Serve as the technical point of contact during critical system commissioning and go‑live events, ensuring seamless transition to production.
  • Manage project backlogs to guarantee timely project closure and revenue generation.
• Process Improvement & Customer Relations
  • Refine support workflows, deployment checklists, and internal knowledge‑base documentation to increase efficiency and reduce errors.
  • Build and nurture strong relationships with key stakeholders across Public Safety Answering Points (PSAPs), police departments, and emergency communication centers.
  • Handle customer escalations with empathy, calm leadership, and clear communication, turning challenges into opportunities for improvement.
• Strategic Planning & Execution
  • Develop and implement field service strategies that align with brighthush’s overall business goals and customer success metrics.
  • Collaborate with Sales, Product Management, and Engineering to provide feedback on product enhancements and market trends.
  • Lead cross‑functional initiatives to improve service delivery, reduce costs, and enhance customer satisfaction.

Essential Qualifications

• Minimum 5+ years of progressive technical management experience leading support and/or field deployment teams.
• Strong background in public safety, mission‑critical environments, telecommunications, or Next‑Generation 911 (NG911) systems.
• Proven track record of managing multi‑disciplinary technical teams (remote and on‑site) while maintaining high service quality.
• Deep technical knowledge of VoIP, SIP, RoIP (Radio over IP), and audio recording/logging technologies.
• Hands‑on experience with Windows Server environments, networking protocols (routers, switches, firewalls, VLANs), and SQL databases.
• Familiarity with Computer Telephony Integration (CTI) and dispatch console architecture.
• Direct experience with brighthush Hindsight 4 or comparable multi‑channel logging solutions such as NICE, Verint, or Eventide is a major plus.
• Strong leadership under pressure—ability to maintain composure and drive resolution during high‑stakes outages.
• Excellent verbal and written communication skills suitable for technical teams, executive management, and municipal clients.
• Exceptional organizational and project coordination skills, with the ability to manage competing priorities across support and field operations.

Preferred Certifications & Education

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent practical experience.
• Certifications such as ITIL Foundation, PMP, Network+, Security+, or ENP (Emergency Number Professional) are highly desirable.

Work Environment & Culture

At brighthush, we believe that a supportive, inclusive environment fuels innovation and excellence. You’ll work alongside passionate professionals who value collaboration, transparency, and a shared commitment to public safety. Our remote‑first approach means you can work from anywhere in the United States, with occasional travel (20–30%) to major field installations or critical customer sites.

Compensation & Benefits

• Base Salary: $95,000 – $105,000 USD per year, commensurate with experience and qualifications.
• Performance Bonus: Incentive bonus plans tied to team and company performance.
• Health & Wellness: Comprehensive medical, dental, and vision coverage.
• Retirement: 401(k) with company match.
• Paid Time Off: 10 paid holidays, generous PTO, and paid parental & family leave.
• Additional Perks: Employee Stock Purchase Plan, flexible work arrangements, and continuous learning opportunities.

Eligibility & Requirements

• Must be able to obtain background clearance (e.g., CJIS compliance) required for working with law enforcement and emergency services infrastructure.
• Legal authorization to work in the United States indefinitely; employer work‑permit sponsorship is not available for this position.
• Availability to participate in a 24/7 escalation rotation and occasional travel to field sites.

How to Apply

Ready to make a difference? Submit your application through our careers portal and join a team that values your expertise, supports your growth, and empowers you to protect communities worldwide.