Senior Technical Support Team Lead – Strategic Customer Success Champion & Coaching Expert at brighthush

About brighthush

brighthush is at the forefront of the next‑generation Internet, turning complex connectivity challenges into seamless, secure experiences for individuals and enterprises alike. Since our founding in 2019, we have empowered millions of users—from hobbyist developers to Fortune 500 organizations—to connect, collaborate, and innovate without the friction of legacy networking. Our fully distributed, autonomy‑driven culture means that every team member, no matter where they are, has the freedom to shape the future of digital connectivity while enjoying the support of a global, collaborative community.

Why Join brighthush?

At brighthush, we believe that the best solutions are built by diverse, empowered teams. We offer a flexible, remote‑first environment that lets you work from anywhere while still fostering strong connections with colleagues across the globe. Our people enjoy:

• Competitive Total Compensation: A generous base salary, equity, and performance incentives that reflect your impact.
• Comprehensive Health & Wellness: Medical, vision, dental, and mental health coverage with no waiting period.
• Unlimited Paid Time Off: Take the time you need to recharge, with a flexible work‑life integration policy.
• Professional Growth Stipend: $1,500 annually for courses, certifications, and conferences.
• Home‑Office Excellence: Choose your own company‑owned laptop (Mac or PC), receive a monthly home‑internet reimbursement, and $1,000 to customize your workstation.
• Generous Parental Leave: From day one, with top‑ups for up to 26 weeks.
• Global Coworking Network: Access to brighthush‑partnered spaces worldwide.
• Annual Retreats & Off‑Sites: Intentional in‑person collaboration across North America, Europe, and beyond.

Position Overview

We are seeking an experienced Senior Technical Support Team Lead to serve as a player‑coach for a high‑performing squad of 8‑10 Support Engineers. In this role, you will bridge the gap between frontline technical troubleshooting and strategic alignment, ensuring that every customer interaction reflects brighthush’s commitment to excellence and security. You will report directly to the VP of Customer Engineering and will be instrumental in shaping the support organization’s vision, processes, and culture.

Key Responsibilities

• Operational Leadership: Manage day‑to‑day support operations, ensuring that the team meets or exceeds SLA/SLO targets for response and resolution times.
• Team Development: Lead onboarding, technical mentoring, and career coaching for all direct reports. Conduct regular 1:1s and performance reviews to foster growth and alignment.
• Escalation Management: Serve as the internal escalation point for complex technical issues and challenging customer situations, collaborating with engineering, product, and security teams.
• Strategic Alignment: Partner with the VP of Customer Engineering to align team activities with the broader strategic roadmap. Translate high‑level goals into actionable initiatives.
• Process & Tool Optimization: Work closely with Support and CX Operations to refine workflows and improve internal tooling such as Jira, Incident.io, Kapa.ai, and PagerDuty. Champion continuous improvement and automation.
• 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 data, CSAT scores, and other metrics to identify trends, surface pain points, and recommend product or process enhancements to leadership.
• Cross‑Functional Collaboration: Act as the voice of the customer in product, engineering, and security discussions, ensuring that user feedback informs future roadmap decisions.
• Culture Champion: Promote a culture of empathy, ownership, and continuous learning. Lead initiatives that enhance team morale, diversity, equity, and inclusion.

Essential Qualifications

• 4+ years of experience in a technical support role within a SaaS environment.
• 1+ years 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; experience with Kubernetes is a plus.
• Hands‑on experience supporting identity management and SSO integrations such as Okta, Azure AD, and Google.
• Familiarity with cross‑platform support (Linux, macOS, Windows, etc.).
• Demonstrated ability to design, implement, and optimize support workflows and tooling.
• Data‑driven mindset with a track record of using metrics like CSAT, TTFR, and TTR to drive improvements.
• Excellent communication skills, capable of translating complex technical concepts to both customers and internal stakeholders.
• Ability to thrive in a fast‑paced, distributed environment while juggling multiple priorities.
• Commitment to fair and equitable compensation practices across all roles and levels.

Preferred Qualifications

• Experience in a high‑growth startup or scale‑up environment.
• Background in security engineering or incident response.
• Knowledge of compliance frameworks (GDPR, SOC 2, ISO 27001).
• Experience with advanced ticketing and incident management platforms.
• Fluency in additional languages beyond English.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, mentor, and develop a diverse team.
• Technical Acumen: Deep understanding of networking, cloud, and security fundamentals.
• Analytical Thinking: Strong problem‑solving skills and a data‑driven approach.
• Communication: Clear, concise, and empathetic communication with customers and cross‑functional teams.
• Project Management: Skilled at prioritizing tasks, managing timelines, and delivering results.
• Adaptability: Comfortable with ambiguity, rapid change, and continuous learning.
• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by your ambition and the impact you create. As a Team Lead, you will:

• Progress to senior leadership roles such as Director of Customer Engineering or VP of Customer Experience.
• Lead cross‑functional initiatives that influence product strategy and engineering roadmaps.
• Participate in executive‑level strategy sessions and contribute to company‑wide decision making.
• Access a robust learning ecosystem: internal workshops, external conferences, and a generous budget for certifications and courses.
• Opportunity to mentor junior leaders and shape the next generation of brighthush talent.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and empowerment. Our distributed model means you can work from anywhere, but we also value intentional in‑person interactions. We host regular virtual coffee chats, hackathons, and team‑building activities. Our leadership team is approachable, and we celebrate successes—both big and small—through shout‑outs, spot bonuses, and public recognition.

Compensation & Benefits

While the exact offer will be tailored to your experience and skill set, you can expect:

• Base Salary: Competitive market rate for senior technical support leaders.
• Equity: Opportunity to own a piece of brighthush’s future.
• Variable Incentives: Performance bonuses tied to team and company metrics.
• Health & Wellness: Comprehensive medical, dental, vision, and mental health coverage.
• Retirement: 401(k) plan with company match.
• Paid Time Off: Unlimited PTO, sick leave, and paid parental leave.
• Professional Development: Annual stipend for courses, certifications, and conferences.
• Home‑Office Stipend: $1,000 to customize your workspace.
• And more—our benefits package is designed to support you and your family’s well‑being.

How to Apply

If you are passionate about delivering world‑class customer support, thrive in a fast‑paced, distributed environment, and want to lead a team that shapes the future of secure connectivity, we want to hear from you. Submit your application through our careers portal and let’s explore how you can make an impact at brighthush.

We are committed to providing an accessible and inclusive hiring process. If you require an accommodation at any stage of the recruitment process, please let us know. All hiring decisions are made by people, and we use AI‑assisted tools only to streamline the screening process.

Join brighthush and help us build a safer, more intuitive Internet—one connection at a time.