Senior Technical Support Engineer – Mobile Threat Defense & Endpoint Security Specialist – Champion of Customer Success, Product Excellence, and Innovation at brighthush
About brighthush
brighthush is the vanguard of mobile security, pioneering AI‑driven, real‑time protection that safeguards the modern enterprise. Our award‑winning platform defends every mobile application and device—iOS, Android, and Windows—against the most sophisticated cyber threats, from phishing and malware to zero‑day exploits. Trusted by Fortune 500 companies, governments, and leading tech firms, brighthush empowers organizations to operate securely and confidently in an ever‑evolving digital landscape.
At brighthush, we blend cutting‑edge machine learning with a non‑intrusive, privacy‑first approach. Our mission is simple: keep the world’s mobile workforce safe, so businesses can focus on growth, innovation, and customer success.
Why Join brighthush?
- Impactful Work: Every ticket you resolve protects real users and real businesses from emerging threats.
- Fast‑Paced Innovation: Join a team that’s constantly pushing the boundaries of mobile security.
- Collaborative Culture: Work side‑by‑side with product, engineering, and customer success teams across multiple time zones.
- Growth Opportunities: Pathways to senior technical roles, product ownership, and leadership positions.
- Inclusive Environment: We celebrate diversity and champion equal opportunity for all.
- Global Impact: Your work will protect billions of devices worldwide, making a tangible difference in the security posture of enterprises across the globe.
Role Overview
As a Senior Technical Support Engineer at brighthush, you will be the technical champion for our global customer base. You will own the end‑to‑end lifecycle of support tickets, from initial diagnosis to resolution, while ensuring the highest level of customer satisfaction. Your deep technical expertise, analytical mindset, and collaborative spirit will help us maintain our reputation for world‑class support and drive continuous product improvement.
In this role, you will:
- Serve as the primary escalation point for complex technical issues.
- Bridge the gap between customers, engineering, and product teams.
- Contribute to the evolution of our support processes and knowledge base.
- Champion a culture of proactive problem‑solving and customer advocacy.
Key Responsibilities
- Product & Domain Expertise: Master the intricacies of mobile applications, SaaS delivery models, and the brighthush MTD engine. Diagnose and debug complex issues reported by customers across iOS, Android, and Windows platforms.
- Customer Satisfaction & Risk Management: Maintain a consistently high CSAT score. Own customer issues from intake to resolution, escalating risks to management with clear visibility.
- Hands‑On Problem Solving: Dive deep into logs, telemetry, and system data. Validate customer‑specific fixes and releases in collaboration with QA, and author detailed technical documentation tailored to each client.
- Customer Advocacy: Capture feedback, create JIRA tickets for engineering, and follow standard escalation procedures for unresolved product bugs.
- Cross‑Functional Collaboration: Partner with Customer Success, Development, and Product teams across time zones to resolve issues efficiently and share insights that drive product enhancements.
- Continuous Improvement: Contribute to knowledge base articles, support playbooks, and automated tooling that streamline support workflows.
- Mentorship & Leadership: Coach junior engineers, share best practices, and lead initiatives that elevate the support team's skill set.
- Metrics & Reporting: Track key performance indicators, generate regular reports, and identify trends that inform product strategy.
Essential Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related engineering field.
- 5+ years of experience in enterprise software support (senior level) or 1–3 years (junior level) with a strong focus on security and mobile device management solutions.
- Proven track record of supporting cloud‑based web applications and mobile platforms.
- Hands‑on expertise with Python, Java, and SQL scripting for troubleshooting and automation.
- Experience implementing and supporting mobile application infrastructure on iOS and Android.
- Strong analytical and debugging skills, with a self‑motivated, customer‑centric mindset.
- Excellent communication skills—both written and verbal—capable of translating technical concepts to non‑technical stakeholders.
- Familiarity with ticketing systems (e.g., Zendesk, Freshdesk) and collaboration tools (e.g., Slack, Teams).
Preferred Qualifications & Technical Skills
- Advanced SQL proficiency and experience with Unix/Linux environments.
- Familiarity with mobile MDM solutions such as brighthush.
- Experience with SIEM tools (e.g., Splunk, QRadar) and threat intelligence platforms.
- Knowledge of cloud architecture: brighthush services, brighthush/Kubernetes, and related technologies.
- Bonus: Experience with brighthush (adb, JUnit) and mobile app testing frameworks.
- Understanding of network protocols (TCP/IP, HTTPS, DNS) and security mechanisms (TLS, VPN, device encryption).
- Experience with automated testing and continuous integration pipelines.
Skills & Competencies for Success
- Technical Proficiency: Deep understanding of mobile OS internals, network protocols, and security mechanisms.
- Problem‑Solving: Ability to dissect complex issues, identify root causes, and propose actionable solutions.
- Collaboration: Comfortable working with cross‑functional teams and remote colleagues.
- Customer Focus: Passion for delivering exceptional support experiences and turning challenges into opportunities.
- Adaptability: Thrive in a fast‑moving environment with evolving threats and product updates.
- Documentation: Skilled at creating clear, concise technical documentation and knowledge base content.
- Leadership: Ability to mentor peers, influence process improvements, and drive initiatives.
Career Growth & Learning Opportunities
At brighthush, we invest heavily in your professional development. You will have access to:
- Mentorship from senior engineers and product leaders.
- Regular training on emerging security technologies, cloud services, and advanced troubleshooting.
- Opportunities to contribute to product roadmaps, feature design, and security research.
- Clear promotion paths to Senior Engineer, Lead Engineer, or Technical Program Manager roles.
- Annual hackathons and innovation challenges to spark creativity.
- Access to industry conferences, certifications, and specialized workshops.
Work Environment & Company Culture
Our culture is built on transparency, collaboration, and a relentless focus on customer success. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Whether you’re working from our headquarters or remotely, you’ll find a supportive community that values work‑life balance and continuous learning.
Key cultural pillars:
- Transparency: Open communication channels, regular all‑hands meetings, and transparent decision‑making.
- Collaboration: Cross‑functional teams, shared goals, and a “no silos” mindset.
- Innovation: Dedicated time for experimentation, hack days, and a culture that embraces calculated risk.
- Inclusivity: Employee resource groups, inclusive hiring practices, and a zero‑tolerance policy for bias.
- Well‑being: Flexible work arrangements, mental health resources, and wellness programs.
Compensation, Perks & Benefits
While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with market rates.
- Performance‑based bonuses and equity options.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off, flexible work arrangements, and remote‑friendly policies.
- Professional development stipend, conference travel, and certification support.
- Wellness programs, mental health resources, and a vibrant employee resource community.
- Company‑wide initiatives such as volunteer days, sustainability programs, and community outreach.
How to Apply
Ready to make a real difference in mobile security? Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Senior Technical Support Engineer role at brighthush. We look forward to exploring how your expertise can help us protect the world’s mobile workforce.
Closing Statement
At brighthush, we’re redefining what it means to secure mobile environments. If you’re a technically adept, customer‑obsessed engineer who thrives on solving complex problems and collaborating across teams, we want to hear from you. Join us and be part of a mission that protects billions of devices worldwide.