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About brighthush
brighthush is a pioneering force in the identity verification, security, and account protection landscape. Our mission is simple yet ambitious: to safeguard digital identities at scale, enabling enterprises worldwide to authenticate, authorize, and protect their users with confidence. We build our solutions on a foundation of open standards, robust APIs, and an unwavering focus on customer experience. As a fully remote‑first organization, brighthush draws top engineering talent from across the globe, fostering a culture of collaboration, continuous learning, and rapid innovation.
At brighthush, we believe that the most resilient security is built when engineers and customers work hand‑in‑hand. That’s why we invest heavily in a world‑class support organization that not only resolves issues but also drives product improvements through real‑world feedback. If you thrive on solving complex problems, enjoy writing code to unblock customers, and want to see the direct impact of your work, brighthush is the place for you.
Role Overview
As a Senior Technical Customer Engineer, you will be the first line of defense for our most critical customer escalations. You will diagnose and resolve integration and authentication challenges, prototype quick fixes, and collaborate closely with our core engineering team to ship reliable, production‑ready solutions. This role is a hybrid of support, engineering, and product advocacy – you’ll own the entire lifecycle of a customer issue from discovery to resolution, and you’ll influence the future direction of our platform.
Key Responsibilities
- Escalation Lead: Serve as the primary technical responder for high‑impact customer incidents, especially those that block integrations or deployments.
- On‑the‑Ground Debugging: Inspect live API payloads, webhook logs, OAuth exchanges, and race conditions that only surface under real‑world load.
- Rapid Prototyping: Deliver interim solutions such as code snippets, pull requests, documentation updates, or configuration guidance to unblock customers immediately.
- Reproduction & Root‑Cause Analysis: Recreate issues in a controlled environment, isolate root causes, and validate fixes before they reach production.
- Cross‑Functional Communication: Translate complex technical findings into clear, actionable insights for engineering, product, and customer success teams.
- Best‑Practice Evangelist: Recommend integration best practices across authentication flows, REST APIs, and IAM platforms to help customers build secure, scalable systems.
- Tooling & Documentation: Identify recurring patterns, improve internal support tooling, runbooks, and knowledge bases to reduce future incident volume.
- Product Feedback Loop: Surface common pain points and influence product roadmap priorities to enhance the overall customer experience.
Technical Stack & Tools
- Primary languages: Go and TypeScript; familiarity with Python, Ruby, or similar is a plus.
- Core APIs: REST, OAuth 2.0, Webhooks (see documentation).
- Authentication & Identity: OIDC, SSO, Token Exchanges.
- Scripting & Debugging: Python, Node.js, Bash, or equivalent.
- Identity Platforms: Okta, Microsoft Entra, Duo, Auth0, Ping, and custom IAM stacks.
- Infrastructure: AWS, CloudFormation, PostgreSQL, Docker, GitHub Actions, and modern observability stacks.
Essential Qualifications
- 2–5 years of experience in technical support engineering, solutions engineering, DevOps, SRE, or a closely related role.
- Proven client‑facing experience with the ability to communicate complex technical concepts to both technical and non‑technical stakeholders.
- Strong debugging skills across APIs, backend integrations, or authentication workflows.
- Comfort writing lightweight scripts or tools to diagnose and unblock issues.
- Familiarity with IAM platforms such as Okta, Microsoft Entra, Duo, or similar.
- Legal authorization to work in the United States without the need for visa sponsorship.
Preferred Qualifications
- Experience with high‑volume, real‑time systems and the ability to troubleshoot under load.
- Background in building or maintaining support tooling, runbooks, or internal knowledge bases.
- Knowledge of modern observability practices (metrics, logs, traces) and how they apply to customer‑facing incidents.
- Previous involvement in product roadmap discussions or feature prioritization.
- Certifications in cloud platforms (AWS, Azure) or identity management (Okta, Auth0).
Skills & Competencies
- Problem‑Solving: Ability to dissect complex issues, identify root causes, and devise elegant, scalable solutions.
- Communication: Clear, concise, and empathetic communication across email, chat, and video calls.
- Collaboration: Works seamlessly with engineering, product, and customer success teams.
- Adaptability: Thrives in a fast‑moving, remote environment with shifting priorities.
- Ownership: Takes full responsibility for the customer experience and the quality of solutions delivered.
- Continuous Learning: Stays current with industry trends, new authentication standards, and emerging security threats.
Career Growth & Learning Opportunities
At brighthush, your career path is defined by your impact and ambition. As a Senior Technical Customer Engineer, you will have the opportunity to:
- Progress to a Technical Lead role, overseeing a team of support engineers and shaping the technical support strategy.
- Transition into Product Management or Engineering roles, leveraging your deep customer insights.
- Lead cross‑functional initiatives such as Security Audits, Compliance Projects, or Developer Experience Improvements.
- Participate in Hackathons and Innovation Labs to prototype new features.
- Attend industry conferences, webinars, and training sessions to stay at the forefront of identity and security technology.
Work Environment & Culture
brighthush is built on a foundation of trust, transparency, and empowerment. Our remote‑first culture means you can work from anywhere while still feeling connected to a vibrant, collaborative team. We host quarterly in‑person off‑sites, hack days, and virtual coffee chats to keep the community alive. Our core values include:
- Customer Obsession: Every decision is guided by the goal of delivering the best possible experience for our users.
- Ownership: We take responsibility for our work and its impact on customers and the business.
- Continuous Improvement: We constantly iterate on processes, tools, and products.
- Inclusivity & Diversity: We celebrate diverse perspectives and foster an inclusive environment for all team members.
- Learning Culture: We encourage knowledge sharing, mentorship, and professional development.
Compensation & Benefits
- Competitive Salary: $120,000 – $160,000, commensurate with experience and qualifications.
- Equity: Potential equity in a high‑growth company, aligning your success with the company’s trajectory.
- Health & Wellness: Comprehensive medical, dental, and vision coverage, including mental health resources.
- Paid Time Off: Generous vacation policy, sick leave, and flexible time off to support work‑life balance.
- Retirement: 401(k) plan with employer matching to help you plan for the future.
- Remote‑First: Work from anywhere with the flexibility to collaborate in person during quarterly team off‑sites.
- Professional Development: Budget for conferences, courses, certifications, and internal learning programs.
- Tech Stipend: Annual stipend for home office equipment, high‑speed internet, and other remote work essentials.
Why Join brighthush?
If you are the type of engineer who thrives on solving real customer problems, enjoys writing code to unblock issues, and wants to see the tangible impact of your work, brighthush offers the perfect environment. You will collaborate directly with engineering leadership, shape how we scale technical support, and build a reputation as a go‑to problem solver. Your work will influence product direction, improve customer satisfaction, and drive the security posture of thousands of enterprises worldwide.
Ready to take the next step in your career? Join brighthush and help us redefine the future of identity verification and security. Apply today and become part of a team that values curiosity, ownership, and the relentless pursuit of excellence.
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