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About brighthush
brighthush is a global leader in AI‑powered cybersecurity, delivering real‑time threat detection and rapid response for hybrid and multi‑cloud enterprises. With a portfolio of patented Attack Signal Intelligence and a proven track record of protecting thousands of organizations worldwide, brighthush empowers security teams to stay one step ahead of sophisticated adversaries. Our mission is simple: protect the digital world with intelligence that moves at the speed of attackers.
Why Join brighthush?
At brighthush, we’re not just building technology – we’re building a culture of relentless curiosity, customer obsession, and fearless innovation. Our team is driven by three core values: Customer First, No Drama Teamwork, and Integrity in Action. We celebrate bold ideas, embrace diverse perspectives, and reward results that matter. If you thrive on solving hard problems, love to stretch beyond the status quo, and want to make a tangible impact on global security, brighthush is the place for you.
Position Overview
We’re looking for a seasoned Senior Technical Customer Support Engineer to join our world‑class support organization. In this role, you will be the technical champion for our most demanding customers, ensuring their experience remains positive from first contact through resolution. You will work closely with engineering, product, and sales teams to diagnose complex issues, develop innovative solutions, and continuously improve our support processes.
Key Responsibilities
- Serve as the primary point of contact for high‑impact, third‑tier support tickets.
- Perform deep diagnostics, including lab reproduction, source‑code analysis, and packet capture review.
- Quantify customer impact, prioritize work, and coordinate with cross‑functional teams to deliver timely resolutions.
- Engage customers via email, phone, and remote sessions (WebEx, Zoom, GoToMeeting) to troubleshoot and guide them through complex scenarios.
- Collaborate with engineering to provide rapid workarounds, bug fixes, and feature enhancements.
- Identify, document, and advocate for product, hardware, software, and process improvements.
- Develop and maintain support documentation, knowledge‑base articles, and how‑to guides.
- Participate in on‑call rotations and out‑of‑hours support for weekends and national holidays.
- Mentor junior engineers, share expertise, and foster a culture of continuous learning.
- Champion the responsible use of AI tools to enhance productivity, quality, and customer outcomes.
Essential Qualifications
- Minimum 5 years of experience in technical support or escalation engineering for complex, global environments.
- Expertise in Linux‑based systems, including administration, troubleshooting, and application stacks.
- Strong understanding of TCP/IP, packet capture analysis, and network troubleshooting.
- Basic proficiency in SQL and NoSQL databases.
- Experience supporting international customers across multiple time zones.
- Proactive mindset: ability to identify emerging issues and drive resolution.
- Familiarity with virtualized environments (VMware, KVM, Hyper‑V) and cloud platforms (AWS, Azure, GCP).
- U.S. citizenship required.
Preferred Experience
- Advanced scripting skills in Python and Bash.
- Design and operational knowledge of enterprise and data‑center networks.
- Hands‑on experience with security appliances, security software, and threat‑intel platforms.
- Experience with data interchange between heterogeneous systems.
- Comfortable using AI‑enabled tools (ChatGPT Enterprise, Microsoft Copilot) for drafting communications, summarizing cases, and automating workflows.
- Ability to critically evaluate AI outputs, apply sound judgment, and safeguard confidential information.
- Track record of embedding AI and automation into team processes.
Skills & Competencies
- Exceptional analytical and problem‑solving skills.
- Strong verbal and written communication; ability to explain technical concepts to non‑technical stakeholders.
- Collaboration and teamwork across geographically dispersed teams.
- Customer‑centric mindset with a passion for delivering outstanding service.
- Adaptability to fast‑paced, evolving technology landscapes.
- Commitment to continuous learning and professional development.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is defined by your ambition and performance. As a Senior Technical Support Engineer, you will:
- Lead complex investigations and become a subject‑matter expert in AI‑driven threat detection.
- Shape the future of our support organization by designing scalable processes and tools.
- Transition into specialized roles such as Solutions Architect, Product Evangelist, or Technical Program Manager.
- Participate in mentorship programs, hackathons, and cross‑functional projects.
- Access to continuous learning resources, certifications, and industry conferences.
Work Environment & Culture
brighthush is a remote‑first company, empowering employees to work from anywhere in the United States. Our culture is built on transparency, collaboration, and a shared commitment to customer success. We celebrate wins, learn from failures, and encourage every team member to bring their authentic self to work. Our global community includes engineers, product managers, data scientists, and support specialists who are passionate about cybersecurity and AI.
Compensation & Benefits
Base Salary: $80,000 – $90,000 USD per year (competitive, commensurate with experience and location). Bonus & Equity: Performance‑based bonus eligibility and participation in our employee equity plan (stock options). Health & Wellness: Comprehensive medical, dental, and vision coverage; life and disability insurance; mental health resources. Retirement: 401(k) plan with company match. Paid Time Off: Generous PTO, sick leave, and paid holidays. Work‑Life Balance: Flexible work hours, remote work, and a supportive environment that values personal well‑being. Professional Development: Annual budget for certifications, conferences, and training courses. Team Perks: Quarterly virtual team events, hackathon sponsorships, and recognition programs.
How to Apply
If you are a seasoned technical support engineer who thrives on solving complex problems, loves to collaborate across teams, and is eager to make a global impact in cybersecurity, we want to hear from you. Join brighthush and help us protect the world’s most critical data with intelligence that moves at the speed of attackers.
Ready to take the next step? Submit your application through our careers portal or send your resume and cover letter to careers@brighthush.com. We look forward to exploring how you can contribute to our mission of building a safer digital future.
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