Senior Technical Support & Customer Success Team Lead – Driving Excellence in Secure Networking Solutions at brighthush

About brighthush

brighthush is on a mission to make the Internet safer, more reliable, and easier to use—just like it was in the early days of the web. Since our founding in 2019, we’ve evolved from a passionate hobbyist project into a global, fully distributed SaaS company that empowers teams of all sizes to build secure, private networks without the complexity of traditional VPNs. By marrying cutting‑edge networking technology with a user‑centric design philosophy, we help businesses, developers, and everyday users protect their data, streamline workflows, and stay connected no matter where they are.

Backed by leading venture capital firms, brighthush thrives on transparency, autonomy, and a relentless focus on customer delight. As a fully remote organization, we trust our teams to work from wherever they thrive, while fostering a sense of community through virtual events, in‑person retreats, and a robust internal network of mentors and peers.

Role Overview

We’re looking for an energetic, hands‑on Senior Technical Support & Customer Success Team Lead to guide a group of 8‑10 highly skilled Support Engineers. In this dual role of manager and technical champion, you will orchestrate day‑to‑day support operations, mentor your team, and serve as the bridge between frontline troubleshooting and strategic product initiatives. You’ll report directly to the VP of Customer Engineering and will be instrumental in shaping the customer experience, driving process improvements, and ensuring that every interaction reflects brighthush’s commitment to quality and security.

Key Responsibilities

• Operational Leadership: Oversee daily support workflows, ensuring the team meets SLA/SLO targets for response and resolution times.
• Team Development: Lead onboarding, continuous technical training, and career coaching for all direct reports. Conduct regular 1:1s, performance reviews, and growth planning sessions.
• Escalation Management: Act as the primary escalation point for complex technical issues and challenging customer situations, coordinating with engineering, product, and security teams.
• Strategic Alignment: Align team activities with the broader roadmap set by the VP of Customer Engineering, translating high‑level goals into actionable plans.
• Process & Tool Optimization: Partner with Support and CX Operations to refine workflows, improve internal tooling (Jira, Incident.io, Kapa.ai, PagerDuty), and implement best practices.
• Quality Assurance: Perform regular QA reviews on tickets to maintain technical accuracy, consistency, and brand voice across all customer interactions.
• Data‑Driven Insights: Analyze support metrics (CSAT, TTFR, TTR) and customer feedback to identify trends, surface pain points, and recommend product or process enhancements.
• Cross‑Functional Collaboration: Serve as the voice of the customer in product meetings, ensuring that user needs are reflected in feature development and roadmap decisions.
• Culture Champion: Foster an inclusive, high‑energy environment where every team member feels valued, empowered, and motivated to deliver exceptional service.

Essential Qualifications

• 4+ years of experience in a technical support role within a SaaS environment.
• 1+ year of proven leadership, management, or formal mentoring experience.
• Strong technical foundation in networking fundamentals (TCP/IP, DNS, firewalls, routing).
• Proficiency with networking and security concepts, including Kubernetes (k8s) as a plus.
• Hands‑on experience with identity management and SSO integrations (Okta, Azure AD, Google Workspace).
• Broad familiarity with operating systems (Linux, macOS, Windows) and the ability to troubleshoot across platforms.
• Demonstrated ability to design, implement, and optimize support workflows and tooling.
• Data‑driven mindset: comfortable tracking and acting on metrics such as CSAT, TTFR, and TTR.
• Excellent communication skills, capable of translating complex technical concepts to both customers and internal stakeholders.
• Thrives in a fast‑paced, distributed environment while juggling multiple priorities.

Preferred Qualifications

• Experience leading a distributed support team in a high‑growth SaaS company.
• Background in security engineering or network architecture.
• Familiarity with incident response frameworks and tools (PagerDuty, Incident.io).
• Knowledge of AI‑driven support solutions and automation.
• Prior involvement in customer success or product advocacy initiatives.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, mentor, and develop high‑performing teams.
• Technical Acumen: Deep understanding of networking, security, and cloud infrastructure.
• Strategic Thinking: Translate business objectives into actionable support strategies.
• Process Improvement: Identify bottlenecks, propose solutions, and measure impact.
• Customer Empathy: Passion for delivering world‑class service and turning challenges into opportunities.
• Data Literacy: Comfortable using analytics to drive decisions and report insights.
• Collaboration: Work seamlessly with engineering, product, and marketing to shape the customer journey.
• Adaptability: Thrive in a dynamic, remote‑first environment with evolving priorities.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Team Lead, you’ll have access to:

• Annual budget of $1,500 for conferences, courses, or certifications.
• Mentorship programs pairing you with senior leaders across the organization.
• Clear internal career paths, including opportunities to transition into Product, Engineering, or Customer Success leadership.
• Hands‑on involvement in product roadmap discussions, giving you a front‑row seat to the company’s strategic direction.
• Regular knowledge‑sharing sessions, hackathons, and cross‑team workshops.

Work Environment & Company Culture

brighthush is a fully remote, distributed company that values flexibility, autonomy, and inclusion. Our culture is built on:

• Transparency: Open communication channels, regular all‑hands meetings, and a commitment to shared decision‑making.
• Autonomy: Trust in your ability to manage your own schedule and deliver results.
• Diversity & Inclusion: A proactive stance on equitable hiring, inclusive policies, and a safe space for all voices.
• Community: Virtual coffee chats, quarterly retreats, and a corporate co‑working program that lets you visit local workspaces.
• Well‑being: Generous paid time off, flexible parental leave, and a focus on work‑life integration.

Compensation & Benefits

We offer a competitive total compensation package that reflects your experience and impact:

• Base Salary: $160,000 – $180,000 USD (US market).
• Equity: Stock options as part of our incentive plan.
• Benefits: Comprehensive health, vision, dental, and wellness coverage with no waiting period.
• Home Office Stipend: $1,000 USD to customize your workspace.
• Internet Reimbursement: Monthly allowance for home internet.
• Parental Leave: Generous paid leave from day one, with top‑ups up to 26 weeks.
• Professional Development: Annual budget for courses, certifications, and conferences.
• Paid Time Off: Flexible PTO policy to support personal and professional commitments.

How to Apply

Ready to lead a high‑impact support team and shape the future of secure networking? Click the link below to submit your application and join the brighthush family.

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Join brighthush Today

At brighthush, we believe that great technology starts with great people. If you’re passionate about delivering exceptional customer experiences, thrive in a fast‑moving environment, and want to be part of a mission‑driven, inclusive team, we want to hear from you. Apply now and help us build the next generation of secure, user‑friendly Internet connectivity.