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About brighthush
brighthush is a trailblazer in the cyber‑intelligence arena, delivering cutting‑edge threat data, vulnerability insights, geopolitical risk analysis, and brand protection solutions to commercial enterprises and government agencies worldwide. Our flagship brighthush Ignite platform aggregates the most relevant, real‑time data from a vast network of sources, enriched by human analysts, to empower security teams to make decisive, data‑driven choices. Whether you’re protecting critical infrastructure, mitigating fraud, or safeguarding brand reputation, brighthush equips you with the intelligence you need to stay ahead of evolving threats.
Why Join brighthush?
At brighthush, we believe that the best security solutions are built by people who are passionate, curious, and collaborative. Our culture is defined by inclusivity, continuous learning, and a shared commitment to making the world safer. As a remote‑first company, we offer flexibility, a global community, and a work environment that values your expertise and your well‑being.
Role Overview
As an Associate Customer Support Engineer, you will be the first line of defense for our enterprise customers. You’ll diagnose complex technical issues, guide users through troubleshooting steps, and transform challenges into opportunities for customer success. Working closely with engineering, product, and customer success teams, you’ll help shape the future of brighthush Ignite and ensure our clients can unlock the full value of our platform.
Key Responsibilities
- Provide rapid, high‑quality technical assistance via ticketing system, web meetings, or phone.
- Own and balance support queues, maintaining turnaround targets while delivering exceptional service.
- Diagnose, troubleshoot, and resolve end‑to‑end customer issues, from initial contact to final resolution.
- Develop deep expertise in the brighthush Ignite SaaS platform, staying current on new features and releases.
- Document all interactions, troubleshooting steps, and resolutions in our ticketing system.
- Identify recurring trends and author knowledge‑base articles or documentation to empower customers.
- Collaborate with Engineering and Product teams to investigate, prioritize, and resolve complex technical problems.
- Leverage your understanding of cybersecurity, threat intelligence, and related risk domains (e.g., physical security, fraud, brand protection) to provide context‑rich support.
What You’ll Achieve
Within 30 days:
- Understand brighthush’s mission, strategy, and culture, and meet key stakeholders across the organization.
- Complete foundational training on our support processes and tools.
- Gain a working knowledge of the brighthush Ignite platform and its core capabilities.
Within 60 days:
- Complete cross‑product training and begin handling incoming requests independently.
- Build depth on product features, including API, SAML, and data‑troubleshooting scenarios.
By 90 days:
- Resolve common issues autonomously and manage customer‑reported defects.
- Coordinate confidently with internal resources for integrations and advanced feature support.
- Contribute actively to the knowledge base, authoring articles that pre‑empt customer questions.
Essential Qualifications
- Proven experience supporting enterprise customers in a technical support or specialist role.
- Strong troubleshooting skills for technical and data‑related issues, beyond scripted responses.
- Hands‑on experience with desktop applications, SAML, APIs, and SaaS products.
- Solid understanding of cybersecurity concepts and threat‑intelligence workflows.
- Excellent written and verbal communication skills in English.
Preferred Qualifications
- Background in threat intelligence, vulnerability management, or related risk domains.
- Experience with API integration, data ingestion pipelines, or SAML authentication.
- Familiarity with ticketing systems (e.g., Zendesk, ServiceNow) and knowledge‑base platforms.
- Demonstrated ability to translate technical jargon into clear, actionable guidance for non‑technical users.
- Passion for continuous learning and staying ahead of emerging cyber threats.
Skills & Competencies
- Customer‑centric mindset with a knack for building trust and rapport.
- Analytical thinking and problem‑solving under pressure.
- Collaboration across distributed teams and cross‑functional stakeholders.
- Adaptability to evolving product features and market demands.
- Proactive attitude toward knowledge sharing and process improvement.
Career Growth & Learning Opportunities
At brighthush, we invest heavily in your professional development. You’ll have access to:
- Structured learning paths, including certifications in cybersecurity, API development, and cloud technologies.
- Mentorship from senior support engineers and customer success managers who have built successful careers in SaaS support.
- Clear progression tracks—whether you aspire to become a Lead Support Engineer, a Product Specialist, or a Customer Success Manager.
- Opportunities to contribute to product roadmaps, influencing the next generation of brighthush features.
- Regular one‑on‑ones, performance reviews, and feedback loops to accelerate your growth.
Work Environment & Culture
brighthush’s remote‑first culture means you can work from anywhere in Canada while staying connected to a vibrant, globally distributed team. We celebrate diversity, equity, and inclusion, and we believe that every voice matters. Our culture is built on:
- Transparent communication channels—Slack, Teams, and weekly all‑hands meetings.
- Virtual social events: book clubs, happy hours, DIBE discussion groups, and donut mixers.
- Employee‑led committees that shape initiatives around wellness, sustainability, and community outreach.
- Inclusive policies that support work‑life balance, mental health, and personal growth.
Compensation & Benefits
Base Salary: CAD 78,600 – 82,000 per year, plus a target bonus aligned with company performance.
Benefits:
- Health, dental, and vision coverage.
- Retirement savings plan with company match.
- Gym reimbursement and wellness stipend.
- Paid time off, including vacation, sick leave, and parental leave.
- Professional development budget for courses, conferences, and certifications.
- Flexible work hours and fully remote work setup.
How to Apply
Ready to become a key player in the next generation of threat intelligence? Submit your application through our careers portal or connect with us on LinkedIn. If you’re not ready to apply yet but want to stay in the loop, join the Talent Network to receive updates on future opportunities.
Join brighthush Today
If you thrive on solving technical puzzles, building lasting customer relationships, and contributing to a mission‑driven team, brighthush invites you to apply for the Associate Customer Support Engineer role. Together, we’ll help organizations worldwide protect their most valuable assets and navigate an ever‑changing threat landscape.
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