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About brighthush
brighthush is a trailblazing cybersecurity startup redefining how organizations defend against the ever‑evolving threat of social engineering. Our AI‑native platform marries agentic artificial intelligence with real‑time threat intelligence to shield executives, employees, customers, and brands from phishing, impersonation, fraud, and the next wave of AI‑powered attacks that infiltrate every digital channel. By blending cutting‑edge threat detection with intuitive, threat‑informed training and realistic simulation, we empower some of the world’s most recognized brands to not only detect and dismantle attacker infrastructure but also to strengthen employee resilience.
Backed by leading investors and a passionate founding team, brighthush is a rapidly scaling Series C startup that blends deep cybersecurity expertise, operational rigor, and the agility of a high‑growth company. Our mission is to solve the internet’s most urgent trust and safety challenges—one sophisticated attack at a time.
Why brighthush Matters
In today’s digital landscape, social engineering attacks have become the most common entry point for cybercriminals. brighthush’s AI‑driven platform is the first line of defense that not only detects these attacks in real time but also educates users through realistic, threat‑informed simulations. By doing so, we reduce the human factor that often turns a well‑designed security architecture into a vulnerability.
About the Team
The Senior Technical Customer Engineer will join a cross‑functional squad that includes Customer Success, Product, Engineering, and Security. This team is the bridge between our customers and the core product, ensuring that every technical interaction translates into actionable insights and product improvements. You’ll collaborate with engineers who build the next generation of AI detection models, product managers who prioritize feature releases, and security analysts who monitor threat landscapes in real time.
Day in the Life
Every day is a blend of deep technical dives, stakeholder communication, and continuous improvement. A typical day might look like this:
- Morning Sync (9:00 – 9:30 AM): Quick stand‑up with the Customer Success team to review high‑priority tickets and align on escalation paths.
- Ticket Deep‑Dive (9:30 – 12:00 PM): Investigate a complex integration issue, reproduce the problem in a sandbox, and document root‑cause findings.
- Lunch & Learning (12:00 – 1:00 PM): Attend a knowledge‑sharing session on the latest AI threat‑intel research.
- Customer Call (1:00 – 2:30 PM): Present findings to a senior executive, translating technical jargon into clear business impact.
- Internal Collaboration (2:30 – 4:00 PM): Work with the Solutions Architecture team to design a custom workflow for a multi‑tenant customer.
- Documentation & Playbook Creation (4:00 – 5:00 PM): Convert the investigation into a reusable troubleshooting guide for frontline support.
- Wrap‑Up & Planning (5:00 – 5:30 PM): Update tickets, set priorities for the next day, and reflect on lessons learned.
The Role
We are seeking a highly technical, customer‑facing professional to join our post‑sales organization as a Senior Technical Customer Engineer. In this role, you will act as the critical escalation point between frontline Customer Support and our specialist teams—Solutions Architecture, Product, and Engineering. You will own advanced technical investigations that demand deeper product knowledge, troubleshooting acumen, and decisive judgment before specialist escalation is required.
In partnership with Customer Success Managers, you will serve as a hands‑on technical resource for integrations, reporting, configuration, and other complex customer needs. This position is ideal for someone who thrives on solving challenging customer problems, collaborating directly with technical stakeholders, and translating intricate technical concepts into clear, actionable insights for both technical and non‑technical audiences.
Key Responsibilities
Resolve Advanced Technical Issues
- Act as the primary escalation point for complex issues that frontline support cannot resolve.
- Conduct deep technical investigations across platform configuration, integrations, alert behavior, workflows, reporting, and other sophisticated customer scenarios.
- Reproduce issues, gather evidence, identify root causes, and differentiate between configuration problems, expected behavior, product defects, and specialist‑owned work.
- Resolve complex technical issues directly whenever possible, rather than merely preparing them for escalation.
- Escalate to Solutions Architecture, Product, or Engineering only after completing the required investigation and documenting a clear, specific request.
- Maintain ownership of the investigation through resolution or a clear handoff, and communicate findings to Support, Customer Success, and other internal stakeholders.
Partner with Customer Success
- Serve as a technical resource for Customer Success Managers on complex customer questions, technical risks, and platform needs.
- Participate in customer‑facing technical discussions when deeper product or integration expertise is required.
- Help Customer Success Managers understand technical constraints, available solutions, and appropriate next steps without taking over commercial account ownership.
- Support technically complex customer initiatives that require coordination across multiple brighthush teams.
Deliver Technical Services
- Support customer integrations, including APIs, authentication, data flows, SSO, and other supported platform connections.
- Build and troubleshoot customer‑facing reports and data‑delivery solutions, including reports based on alert metrics, platform activity, and technical analysis.
- Assist with complex platform configuration and optimization.
- Deliver defined technical projects within established Technical Services scope, escalating work that requires custom architecture or engineering.
- Create reusable approaches for recurring integration, reporting, and configuration needs.
Improve Support Scale
- Transform recurring advanced investigations into troubleshooting guides, diagnostics, documentation, and playbooks for frontline Support.
- Identify work that can be shifted from Technical Customer Engineering to frontline Support through better tooling, documentation, or training.
- Partner with Support and Enablement to enhance technical knowledge and troubleshooting capability.
- Spot opportunities for automation, self‑service, or product improvements that reduce recurring manual work.
- Share recurring customer friction and product gaps with Product and Engineering to drive continuous improvement.
Essential Qualifications
- 5+ years of experience in technical support, support engineering, customer engineering, solutions engineering, solutions architecture, technical account management, or a related technical post‑sales role.
- Strong troubleshooting and root‑cause analysis skills across complex SaaS environments.
- Proven track record of working directly with enterprise customers and communicating technical concepts clearly to both technical and non‑technical stakeholders.
- Hands‑on experience with APIs, integrations, authentication, data workflows, reporting, or similar technical customer requirements.
- Ability to investigate ambiguous problems, establish facts, and determine the appropriate technical owner.
- Experience escalating reproducible product issues to Engineering with clear evidence, expected‑versus‑actual behavior, and reproduction steps.
- Strong written documentation skills and a habit of turning one‑off solutions into reusable knowledge.
- Excellent time‑management skills, with the ability to juggle multiple customer technical requests and prioritize effectively in a fast‑moving environment.
Preferred Qualifications
- Experience in cybersecurity, threat intelligence, digital risk protection, trust and safety, fraud, or social engineering defense.
- Familiarity with APIs, SSO, identity systems, cloud platforms, and enterprise security workflows.
- Experience building customer‑facing technical reports and translating alert metrics, platform data, and technical analysis into clear customer insights.
- Experience in Support Engineering, Customer Engineering, or a role that bridges frontline Support and Engineering.
- Familiarity with support and engineering workflow systems such as Pylon, Zendesk, Jira, Linear, or similar tools.
- Experience working in a rapidly growing startup or similarly dynamic environment.
Skills & Competencies
- Advanced problem‑solving and analytical thinking.
- Strong communication skills—both written and verbal—across technical and business audiences.
- Customer‑centric mindset with a passion for delivering high‑quality support and building lasting relationships.
- Proficiency in troubleshooting tools, log analysis, and performance monitoring.
- Experience with cloud platforms (AWS, Azure, GCP) and identity‑and‑access‑management (IAM) concepts.
- Adaptability and resilience in a fast‑paced, evolving environment.
Career Growth & Learning Opportunities
At brighthush, your impact is immediate and visible. As a Senior Technical Customer Engineer, you will:
- Shape the future of our technical support processes, influencing product roadmap and customer experience.
- Collaborate with cross‑functional teams—Product, Engineering, Security, and Customer Success—to drive innovation.
- Lead initiatives that streamline support workflows, automate repetitive tasks, and enhance self‑service capabilities.
- Develop deep expertise in AI‑driven threat detection, cybersecurity best practices, and enterprise SaaS architecture.
- Advance into senior technical roles such as Lead Technical Engineer, Solutions Architect, or Director of Customer Success Engineering.
We invest heavily in continuous learning: access to industry conferences, certifications, internal knowledge‑sharing sessions, and a generous budget for professional development.
Work Environment & Company Culture
brighthush is a remote‑first company that values flexibility, autonomy, and collaboration. Our culture is built on:
- Transparency: Open communication across all levels, with regular town halls and product demos.
- Innovation: A culture that encourages experimentation, rapid iteration, and bold ideas.
- Inclusivity: A diverse workforce that celebrates different perspectives and fosters belonging.
- Work‑Life Balance: Flexible PTO, unlimited vacation policy, and a focus on mental health and well‑being.
- Community Impact: Opportunities to contribute to open‑source projects, industry panels, and social‑impact initiatives.
Compensation & Benefits
We offer a competitive total rewards package that includes:
- Base salary range: $120,000 – $140,000 USD per year.
- Performance‑based bonuses and equity grants that align your success with the company’s growth.
- Comprehensive health, dental, and vision insurance for you and your family.
- Generous paid time off, parental leave, and a flexible work schedule.
- Wellness stipend, mental health resources, and access to a virtual fitness platform.
- Annual professional development stipend and conference reimbursement.
Why Join brighthush?
- Be part of a mission‑driven team that is actively protecting brands and individuals from the next generation of cyber threats.
- Enjoy a remote‑first environment that supports your personal and professional growth.
- Receive meaningful equity, ensuring you share in the company’s success.
- Work in a high‑growth setting where your contributions have immediate impact and visibility.
- Help define and scale a critical technical customer function that will shape the future of SaaS support.
Success Stories
Our engineers have turned complex customer challenges into product enhancements that benefit thousands of users. For example, a detailed investigation into a multi‑tenant integration issue led to a new API feature that now supports 30% more customers with zero downtime. Another case involved a deep dive into alert mis‑classification, which resulted in a machine‑learning model update that reduced false positives by 25% across the board.
FAQs
- What does a typical onboarding process look like? You’ll start with a 2‑week technical bootcamp covering our platform, tools, and internal processes, followed by shadowing senior engineers on live tickets.
- How does brighthush support remote work? We provide a stipend for home‑office equipment, a monthly allowance for internet and utilities, and a flexible schedule that respects time‑zone differences.
- What growth paths are available? Beyond technical tracks, you can transition into product management, solutions architecture, or leadership roles such as Director of Customer Success Engineering.
- How does the company handle equity? Equity is granted through a standard RSU plan with a 4‑year vesting schedule and a 1‑year cliff.
How to Apply
Ready to make a difference in the world of cybersecurity? Submit your resume and a brief cover letter highlighting a technical challenge you solved and the impact it had. We’ll review your application promptly and schedule a technical interview with our engineering and customer success leaders.
Ready to Make a Difference?
If you are a seasoned technical professional who loves solving complex problems, we want to hear from you. Join brighthush and help shape the future of threat defense and customer success.
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