About brighthush
brighthush is a trailblazer in AI‑driven cybersecurity, redefining how enterprises safeguard their most critical asset: digital communication. By marrying sophisticated machine learning models with industry‑best practices, we deliver a zero‑touch, next‑generation email protection platform that shields organizations from phishing, malware, and advanced persistent threats. Our solutions are trusted by Fortune 500 companies, government agencies, and mid‑market enterprises across the globe, and we are rapidly expanding into new markets, including the diverse and dynamic EMEA region.
At brighthush, we believe technology should empower people, not overwhelm them. That’s why we invest heavily in our people, fostering a culture of continuous learning, collaboration, and innovation. If you thrive on solving complex technical challenges, enjoy a fast‑moving environment, and want to make a tangible impact on the security posture of our customers, brighthush is the place for you.
Why This Role Matters
The Senior Customer Solutions Engineer (CSE) is the linchpin between our customers’ day‑to‑day operations and the deep 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: Serve 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, identify root causes, and recommend data‑driven solutions.
- Customer‑Centric Mindset: Passion for delivering exceptional customer experiences and building lasting relationships.
- Project Management: Strong organizational skills, with the ability to prioritize tasks, meet deadlines, and manage stakeholder expectations.
- Collaboration & Influence: Comfortable working cross‑functionally with product, engineering, and sales teams to drive customer success.
- Adaptability: Thrive in a fast‑changing environment, quickly learning new technologies and adjusting to evolving customer needs.
Career Growth & Learning Opportunities
At brighthush, your career path is as dynamic as the threats we fight. As a Senior CSE, you’ll have the chance to:
- Advance to a Technical Account Manager or Solutions Architect role, taking on larger accounts and more strategic responsibilities.
- Lead cross‑functional initiatives that shape product roadmaps, influence feature development, and drive industry‑leading security innovations.
- Participate in our internal “Innovation Lab,” where you can experiment with emerging AI models, threat‑intel feeds, and automation tools.
- Earn certifications in email security, cloud platforms, and cybersecurity frameworks, supported by our learning budget and mentorship programs.
- Mentor junior engineers and contribute to knowledge‑sharing sessions, reinforcing a culture of continuous improvement.
Work Environment & Company Culture
brighthush is built on a foundation of trust, transparency, and collaboration. Our remote‑first model gives you the flexibility to work from anywhere in the EMEA region while staying connected through:
- Weekly virtual town halls and product demos.
- Real‑time collaboration tools (Slack, Teams, Confluence).
- Quarterly in‑person retreats that foster team bonding and strategic alignment.
- An open‑door policy where ideas are welcomed and feedback is constructive.
We celebrate diversity, equity, and inclusion, ensuring every voice is heard and valued. Our employees enjoy a healthy work‑life balance, with generous vacation policies, flexible working hours, and a focus on mental well‑being.
Compensation & Benefits
While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with market rates for senior technical roles in EMEA.
- Performance‑based bonuses tied to individual and company goals.
- Equity or stock‑option plans that allow you to share in the company’s long‑term success.
- Comprehensive health, dental, and vision insurance for you and your dependents.
- Retirement savings plans with company matching.
- Professional development budget covering certifications, conferences, and training courses.
- Well‑being stipend for gym memberships, meditation apps, or wellness programs.
- Flexible paid time off and parental leave policies.
How to Apply
Ready to join a team that’s redefining cybersecurity and making a real difference for customers across EMEA? Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. We look forward to exploring how your expertise can help us continue to protect the world’s digital communications.
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