About brighthush
brighthush is redefining how teams connect, collaborate, and secure their digital environments. Founded in 2019, we deliver a zero‑trust networking solution that makes secure, private connectivity effortless for individuals, startups, and global enterprises alike. Our distributed, cloud‑native platform eliminates the friction of traditional VPNs, enabling developers, IT professionals, and everyday users to access internal resources from anywhere with confidence.
With a mission to build a future for the Internet that is safe, simple, and accessible, brighthush has grown rapidly, backed by leading venture capital firms such as brighthush, brighthush, brighthush, brighthush, and brighthush. Our fully remote culture empowers teams across North America, Europe, and Asia to collaborate seamlessly, innovate freely, and deliver world‑class service to our customers.
Why This Role Matters
At brighthush, we believe that the most valuable product is the experience our customers have when they encounter a problem. The Customer Reliability Engineer (CRE) is the bridge between the customer’s voice and the engineering team’s expertise. You will own the most complex, high‑impact escalations, turning ambiguous issues into clear, actionable insights that drive product improvement and customer satisfaction.
As a CRE, you will:
- Lead the investigation of critical post‑sales incidents, from intake to resolution or engineering handoff.
- Build detailed, reproducible bug reports that enable our engineers to fix issues quickly and confidently.
- Identify systemic patterns across incidents, translating findings into product enhancements, tooling, and runbooks.
- Collaborate closely with Customer Success, Support, and Product/Engineering teams to close the feedback loop.
Key Responsibilities
Incident Ownership & Resolution
- Take full ownership of high‑severity escalations, conducting deep dives, reproducing elusive bugs, and ensuring timely resolution.
- Engage directly with customers on live calls, pulling logs, and communicating leading theories with clarity and empathy.
- Document every step of the investigation, creating handoff packages that include reproducible cases, log evidence (timestamps, node IDs), version matrix, impact scope, and a proposed engineering owner.
- Track and file confirmed bugs, maintaining a single source of truth that preserves customer context for engineering.
Pattern Detection & Product Improvement
- Monitor escalation trends to detect recurring or systemic issues early.
- Translate insights into actionable product improvements, tooling enhancements, and comprehensive runbooks that elevate the entire Support organization.
- Collaborate with Product and Engineering to prioritize fixes and feature enhancements based on customer impact.
Cross‑Functional Collaboration
- Partner with Customer Success, Support, and Product/Engineering teams while maintaining clear ownership boundaries.
- Act as the technical liaison, ensuring that engineering receives all necessary context to address customer problems efficiently.
- Advocate for the customer within the organization, championing solutions that balance technical feasibility with user experience.
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 problem‑solving skills, thriving on untangling ambiguous, high‑stakes issues.
- Comfortable leading live, high‑pressure customer calls, 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 proficiency: reading Go source, reasoning about goroutines, locks, channels, and interpreting pprof CPU/heap profiles.
- Solid understanding of cloud IaaS, CI/CD pipelines, containerized applications, and Kubernetes debugging.
- Expert systems administration across Linux, macOS, and Windows.
- Track record of independently building reproducible test cases and evidence‑backed bug reports that engineers can act on immediately.
- Exceptional technical storytelling: distilling complex, ambiguous issues into clear narratives for engineers and non‑technical stakeholders.
- Investigative mindset, curiosity to analyze root causes, and evaluate all options to deliver the best solution to customers.
- Proficiency in programming/scripting with Go, Python, and JSON.
- Experience with packet‑level analysis and network traffic capture.
Preferred Qualifications
- Experience working in a fast‑growth, distributed company with a strong focus on customer success.
- Background in network security, zero‑trust architectures, or related fields.
- Knowledge of performance monitoring tools and observability platforms.
- Experience mentoring junior support engineers or leading technical knowledge‑sharing sessions.
Skills & Competencies
- Strong analytical and troubleshooting skills, with a methodical approach to root‑cause analysis.
- Excellent communication skills—both written and verbal—across technical and non‑technical audiences.
- Proactive mindset: anticipating issues, proposing solutions, and driving continuous improvement.
- Adaptability: thriving in a dynamic environment with evolving priorities and technologies.
- Team player: collaborating across departments to achieve shared goals.
Career Growth & Learning Opportunities
At brighthush, we invest heavily in the professional development of our people. As a CRE, you will:
- Gain deep exposure to our product architecture, networking protocols, and cloud infrastructure.
- Work closely with senior engineers, product managers, and customer success leaders, building a broad skill set that spans technical support, product strategy, and customer advocacy.
- Participate in internal mentorship programs, knowledge‑sharing workshops, and cross‑functional projects.
- Receive an annual stipend of $1,500 USD for professional development—courses, certifications, conferences, or any learning initiative you choose.
- Be considered for future roles in Product Management, Engineering, or Customer Success Leadership based on performance and interests.
Work Environment & Culture
Our remote‑first culture means you can work from anywhere with reliable internet. We provide:
- A fully equipped home office: choose your own company‑owned laptop (Mac or PC), receive a monthly home internet reimbursement, and $500 USD to customize your workstation.
- Flexible work hours that respect your personal commitments and time zones.
- Regular virtual team meetings, hackathons, and social events to foster connection and collaboration.
- Annual company retreats and regional off‑sites, giving you the chance to meet teammates in person across Canada, the United States, the United Kingdom, and Singapore.
- A culture that values diversity, equity, and inclusion—where every voice is heard and every idea is considered.
Compensation & Benefits
While the exact offer will depend on experience and skill set, brighthush offers a competitive total compensation package that includes:
- Base salary in the range of $115,000—$144,000 USD for U.S. hires.
- Equity incentive plan, giving you a stake in the company’s growth.
- Comprehensive group benefits with no waiting period: health, vision, dental, and more for you and your family.
- Employer‑matched retirement contributions up to 0.75% of your eligible compensation.
- Paid time off and a flexible PTO program that supports life’s unexpected moments.
- Paid parental leave: 20 weeks for birthing parents, 16 weeks for non‑birthing parents, with top‑ups to support your transition.
- Annual professional development stipend of $1,500 USD.
- Access to a corporate co‑working program, allowing you to visit WeWork or similar spaces near you.
Our Commitment to Inclusion
We recognize that historically marginalized groups often face barriers in the hiring process. brighthush is committed to creating an inclusive, equitable environment where every candidate feels welcome. We encourage applicants who meet 100% of the qualifications—and those who bring diverse perspectives—to apply. Your unique experiences and insights are valuable to us.
How to Apply
Ready to join a team that values technical excellence, customer advocacy, and continuous learning? Click the link below to submit your application and start your journey with brighthush.
We look forward to hearing from you and exploring how you can contribute to the future of secure, effortless connectivity at brighthush.
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