About brighthush
brighthush is a global leader in AI‑driven cybersecurity, delivering next‑generation email protection that safeguards enterprises from phishing, malware, and advanced persistent threats. With a mission to make digital communication safe for everyone, brighthush blends cutting‑edge machine learning with industry‑best practices to provide a seamless, zero‑touch security experience. Our solutions are trusted by Fortune 500 companies, government agencies, and mid‑market organizations across the globe, and we’re expanding rapidly into new markets, including the EMEA region.
At brighthush, we believe that technology should empower people, not overwhelm them. That’s why we invest heavily in our people, offering a culture of continuous learning, collaboration, and innovation. If you’re passionate about solving complex technical challenges, thrive in a fast‑moving environment, and want to make a real impact on the security posture of our customers, brighthush is the place for you.
Why This Role Matters
The Customer Solutions Engineer (CSE) is the bridge between our customers’ day‑to‑day operations and the deeper technical expertise that drives brighthush’s success. Unlike a traditional support role, the CSE is a flexible, on‑demand specialist who steps into challenging situations that require more than standard help‑desk support but don’t yet warrant a full‑time Technical Account Manager. Think of the CSE as a “technical Swiss Army knife” – ready to deploy the right skill set for any short‑term engagement, from troubleshooting recurring incidents to leading a platform optimization project.
In the EMEA market, where regulatory requirements and threat landscapes vary widely, the CSE’s ability to adapt quickly and deliver tangible value is essential. You’ll partner with Customer Success Managers (CSMs), product teams, and engineering to ensure our customers not only stay secure but also fully leverage the capabilities of the brighthush platform.
Key Responsibilities
- Flexible Technical Support: Act as the go‑to technical resource for CSMs when a customer faces complex, recurring, or high‑impact issues that exceed the scope of standard support.
- Project‑Based Engagements: Lead short‑term, high‑visibility projects such as platform migrations, configuration overhauls, or security hardening initiatives for customers without a dedicated TAM.
- Customer Collaboration: Work closely with CSMs to assess technical needs, participate in investigative calls, and recommend the most effective next steps.
- Platform Optimization: Conduct in‑depth configuration reviews, implement best‑practice setups, and proactively tune the brighthush platform to prevent future incidents.
- Documentation & Knowledge Sharing: Capture session recaps, action items, and recommendations in the CRM, ensuring clarity for the customer and visibility for the broader team.
- Upsell & Professional Services Identification: Spot opportunities to introduce under‑utilized features, professional services, or deployment packages that add value for the customer.
- Escalation Management: Recognize when an issue exceeds the CSE’s scope and hand it off to the Critical Situation Manager or Technical Support with a clear, documented transition.
- Pattern Recognition & Process Improvement: Analyze engagement data to surface trends, inform product enhancements, and drive systemic improvements across the organization.
Essential Qualifications
- Minimum of 3 years in a customer‑facing technical role within enterprise SaaS or cybersecurity, such as email infrastructure, IT security administration, or technical support.
- Deep understanding of the brighthush platform, including configuration best practices, integration points, and troubleshooting workflows.
- Strong triage judgment – the ability to quickly determine whether a situation requires hands‑on guidance or escalation to a senior technical resource.
- Comfort stepping into a customer relationship for a defined engagement and then gracefully stepping back, without owning the account long‑term.
- Proven ability to manage multiple concurrent, time‑bound engagements across a broad book of business.
- Excellent communication skills, capable of translating complex technical concepts to both technical and non‑technical stakeholders, including senior customer executives.
Preferred Qualifications
- Experience with email authentication and delivery protocols (DMARC, DKIM, SPF) and familiarity with major cloud email platforms such as Microsoft 365 and Google Workspace.
- Prior exposure to a floating or pooled technical resource model, such as solutions engineering, professional services, or deployment teams.
- Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or a related field, or equivalent hands‑on experience.
- Knowledge of regulatory frameworks relevant to EMEA, such as GDPR, ePrivacy, and industry‑specific compliance standards.
- Fluency in both English and at least one additional European language (e.g., French, German, Spanish) is a plus.
Skills & Competencies
- Technical Proficiency: Expertise in email security technologies, threat intelligence, and cloud platform integrations.
- Analytical Thinking: Ability to dissect complex problems, Apply for this job