Senior Tier 3 Customer Escalations Engineer – Advanced Technical Support & Network Troubleshooting Specialist at brighthush

Welcome to brighthush – Pioneering the Future of Secure, Intuitive Networking

At brighthush, we’re on a relentless mission to reshape the digital world by building a next‑generation Internet that is intuitive, resilient, and safe for everyone—from hobbyists to Fortune‑500 enterprises. Founded in 2019, we evolved from a fully distributed startup into a global leader in secure networking solutions. Our culture is built on curiosity, ownership, and continuous learning, empowering every team member to solve complex problems and make a tangible impact on the world.

Why brighthush is the Ideal Place for Technical Leaders

We thrive on high‑velocity, mission‑driven work. If you’re passionate about turning complex customer escalations into clear, actionable solutions and want to do so in a culture that rewards curiosity, transparency, and growth, brighthush is the place for you. Our distributed, remote‑first model gives you the flexibility to work from anywhere while collaborating with a world‑class engineering team.

Position Overview

We’re seeking a seasoned Senior Tier 3 Customer Escalations Engineer to lead the most challenging, high‑impact post‑sales technical escalations. In this role, you will act as the bridge between frustrated customers and our engineering teams, ensuring every issue is fully understood, documented, and resolved—or handed off with all the context needed for a swift fix. Your deep technical expertise, calm communication style, and relentless curiosity will be the cornerstone of our support excellence.

Key Responsibilities

• Own End‑to‑End Escalations: From intake to resolution, manage high‑severity incidents, performing deep‑dive investigations and reproducing elusive bugs.
• Customer Engagement: Conduct live troubleshooting calls, gather logs, and communicate leading theories in a calm, empathetic manner.
• Engineering Handoff: Build comprehensive handoff packages that include reproducible test cases, log evidence, version matrices, impact scopes, and a clear recommendation for the engineering team.
• Bug Tracking: File, track, and maintain issue tickets so that engineering retains full customer context throughout the lifecycle.
• Pattern Recognition: Monitor escalation trends, identify systemic issues early, and translate findings into product improvements, tooling, and runbooks that elevate the entire support organization.
• Cross‑Functional Collaboration: Partner with Support, Product, and Engineering while maintaining clear ownership boundaries.
• Mentorship & Knowledge Sharing: Guide junior engineers and support staff through complex issues, fostering a culture of continuous learning.
• Process Improvement: Contribute to the design and refinement of diagnostic tools, runbooks, and escalation workflows.

Essential Qualifications

• 4+ years of experience in a technical support or escalation role at a SaaS or infrastructure company, with a proven track record of owning enterprise‑tier accounts.
• Deep technical curiosity and a passion for untangling ambiguous, high‑stakes problems.
• Comfortable owning live, high‑pressure customer calls—remaining calm, building trust, and communicating clearly under stress.
• Hands‑on networking experience in production or homelab environments: TCP/IP, routing, DNS, firewalls, NAT, VPNs, load balancers.
• Strong familiarity with overlay networking concepts—WireGuard, UDP hole punching, STUN—and comparable VPN/networking products.
• Code‑level debugging skills: read Go source, reason about goroutines/locks/channels, interpret pprof CPU/heap profiles, and understand network interface semantics.
• Comfortable with infrastructure concepts: cloud IaaS, CI/CD pipelines, containerized applications, and Kubernetes debugging.
• Proficient systems administration across Linux, macOS, and Windows.
• Track record of building reproducible test cases and clear, evidence‑backed bug reports that engineering can act on immediately.
• Excellent technical storytelling—distilling complex, ambiguous issues into clear narratives for engineers and non‑technical stakeholders alike.
• Investigative mindset: curiosity to analyze root causes and evaluate all options to deliver the best solution.
• Proficiency in Go, Python, and JSON scripting.
• Experience with packet‑level analysis.

Preferred Qualifications

• Experience in a distributed, remote‑first organization.
• Background in security engineering or network protocol design.
• Knowledge of observability tools (e.g., Prometheus, Grafana, Jaeger) and log aggregation platforms.
• Familiarity with customer success metrics and the ability to translate technical data into business impact.

Skills & Competencies

• Advanced troubleshooting and root‑cause analysis.
• Strong communication—both written and verbal—across technical and non‑technical audiences.
• Project management: prioritizing multiple high‑impact incidents simultaneously.
• Collaboration across cross‑functional teams.
• Adaptability: thriving in a fast‑moving, evolving product environment.
• Mentorship: guiding junior engineers and support staff through complex issues.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You’ll have access to:

• Annual learning stipend of $1,500 USD for courses, certifications, or conferences.
• Mentorship programs pairing you with senior engineers and product leaders.
• Internal promotion pathways—many of our senior engineers started in support roles.
• Hands‑on involvement in product design, feature prioritization, and roadmap planning.
• Opportunities to lead cross‑team initiatives, such as building new diagnostic tools or improving runbooks.

Work Environment & Culture

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

• Transparent communication—weekly all‑hands meetings, open‑source documentation, and real‑time collaboration tools.
• Inclusive hiring and promotion practices—actively encouraging candidates from historically marginalized groups.
• Work‑life integration—flexible schedules, unlimited paid time off, and a focus on outcomes rather than hours.
• Community building—annual retreats, regional meetups, and virtual social events that keep our global team connected.
• Continuous feedback loops—regular 1:1s, performance reviews, and pulse surveys to shape the workplace.

Compensation & Benefits

While specific offers vary by experience and location, brighthush offers a competitive total compensation package that includes:

• Base salary in the range of $154,100—$192,960 CAD (or equivalent USD), adjusted for market and experience.
• Equity incentive plan—granting you a stake in the company’s future growth.
• Comprehensive health, vision, dental, and mental‑health benefits with no waiting period.
• Employer‑matched retirement contributions up to 0.75% of eligible compensation.
• Paid parental leave: 20 weeks for birthing parents, 16 weeks for non‑birthing parents.
• Home‑office stipend: $500 USD to customize your workspace, plus a monthly internet reimbursement.
• Paid time off and flexible scheduling to support personal and professional commitments.
• Access to a global network of co‑working spaces and optional in‑office collaboration when needed.

How to Apply

If you’re ready to take ownership of complex technical escalations, build lasting relationships with customers, and shape the future of secure networking, we want to hear from you. Submit your application through our careers portal, and let’s explore how you can contribute to brighthush’s mission.

brighthush is committed to an accessible and inclusive hiring process. If you require accommodations at any stage of the recruitment process, please contact your recruiter.

All hiring decisions are made by people, even though we use AI‑assisted tools to streamline the initial screening. Legitimate emails from brighthush’s talent team will originate from @brighthush.com or @brighthush.io addresses.