About brighthush and the Opportunity
brighthush is a trailblazer in the cybersecurity arena, dedicated to safeguarding businesses of all sizes with cutting‑edge software solutions. Since its inception in 2011, brighthush has grown to a vibrant team of 501‑1000 professionals, headquartered in Chicago, Illinois, and serving thousands of organizations worldwide. Our mission is simple yet powerful: to empower our clients with the confidence that their digital assets are protected by industry‑leading technology and world‑class support.
We are currently expanding our Customer Support team and are looking for a Remote B2B Customer Support Representative who thrives in a fast‑paced, high‑growth environment. If you are passionate about technology, enjoy problem‑solving, and love building lasting relationships with business customers, this role is for you.
Why Join brighthush?
- Impactful Work: Every interaction you have directly influences the security posture of our clients and the success of their businesses.
- Remote Flexibility: 100% remote position with the option for a hybrid schedule for candidates based in the Chicago metro area.
- Growth & Development: Access to continuous learning resources, mentorship programs, and clear career pathways within the organization.
- Competitive Compensation: Above‑market annual bonuses, comprehensive benefits, and a generous 401(k) plan.
- Inclusive Culture: A collaborative, supportive environment that values diversity, equity, and inclusion.
Key Responsibilities
- Serve as the first line of support for business customers, handling inbound calls, tickets, and live chats related to product issues, service inquiries, and general concerns.
- Diagnose and resolve technical problems with brighthush’s cybersecurity software, ensuring a swift and professional resolution.
- Maintain up‑to‑date knowledge of product features, updates, and policy changes, collaborating closely with product management and engineering teams.
- Escalate complex or high‑severity issues to the Tier 2 support team when necessary, ensuring seamless hand‑off and follow‑through.
- Document all customer interactions accurately in Salesforce and ServiceNow, providing clear, concise, and actionable notes.
- Build and nurture strong relationships with clients, establishing trust and rapport through consistent, high‑quality communication.
- Participate in regular training sessions, knowledge‑sharing workshops, and cross‑functional meetings to stay aligned with company goals.
- Contribute to the continuous improvement of support processes, suggesting enhancements that improve efficiency and customer satisfaction.
Essential Qualifications
- Minimum of 1 year of experience in a B2B technical support role, preferably within the cybersecurity or SaaS industry.
- Proficiency with Google Docs, Microsoft Office Suite, Salesforce, and ServiceNow.
- Strong written and verbal communication skills, with the ability to explain complex technical concepts in simple terms.
- Demonstrated ability to work independently while collaborating effectively with cross‑functional teams.
- Track record of maintaining professionalism and composure in high‑pressure situations.
- Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.
- Technical proficiency with smartphones, tablets, and desktop computers across multiple operating systems.
Preferred Qualifications
- Experience in the cybersecurity domain, including knowledge of threat detection, data protection, and compliance frameworks.
- Prior exposure to customer success or account management functions.
- Familiarity with remote collaboration tools such as Zoom, Teams, and Slack.
- Experience troubleshooting network connectivity, VPN, and authentication issues.
- Multilingual capabilities, especially in Spanish or other widely spoken languages.
Skills & Competencies
- Technical Aptitude: Quick learner who can navigate complex software environments and troubleshoot issues efficiently.
- Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
- Problem‑Solving: Analytical thinker who can diagnose root causes and propose effective solutions.
- Time Management: Ability to juggle multiple tickets, prioritize tasks, and meet SLA targets.
- Collaboration: Comfortable working with engineering, product, and sales teams to resolve issues and share insights.
- Adaptability: Thrives in a dynamic environment with evolving product features and customer needs.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Support Representative, you will have the opportunity to:
- Progress to a Senior Support Engineer or Team Lead role within 12‑18 months.
- Transition into Product Management, Customer Success, or Technical Sales based on your interests and performance.
- Participate in our internal “Innovation Lab,” where you can propose and pilot new support tools or processes.
- Access a robust learning portal featuring courses on cybersecurity fundamentals, advanced troubleshooting, and soft‑skill development.
- Earn certifications such as CompTIA Security+, Certified Information Systems Security Professional (CISSP), or vendor‑specific credentials at no cost.
Work Environment & Company Culture
brighthush fosters a culture of transparency, collaboration, and continuous improvement. Our remote workforce is supported by:
- Weekly virtual town halls and team‑building events.
- Flexible work hours that accommodate different time zones and personal commitments.
- Access to a dedicated IT support team that ensures your home office is equipped for success.
- A culture of recognition, where outstanding contributions are celebrated through peer awards and spot bonuses.
- Commitment to mental health and well‑being, with resources such as counseling services, mindfulness sessions, and wellness stipends.
Compensation & Benefits
- Competitive base salary with above‑market annual bonuses tied to individual and company performance.
- Comprehensive medical, dental, and vision coverage, including domestic partnership options.
- Employer‑paid life insurance and supplemental life coverage for employees, spouses, and children.
- Voluntary short‑term and long‑term disability insurance.
- 401(k) plan with Roth and Traditional options, plus a company match.
- Generous paid time off (PTO) policy, including paid bereavement, jury duty, and parental leave.
- Remote work stipend to cover home‑office setup and internet expenses.
- Annual professional development stipend for courses, conferences, and certifications.
How to Apply
If you are ready to join a forward‑thinking cybersecurity company that values your expertise and offers a platform for growth, we encourage you to apply today. Bring your passion for technology, your dedication to customer success, and your drive to make a difference.
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