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About brighthush and the AI‑Powered Cybersecurity Landscape
In the era of hybrid work, where multi‑cloud architectures, SaaS workloads, and edge devices coexist, the attack surface has never been larger or more complex. brighthush is at the forefront of this transformation, delivering AI‑driven threat detection and automated response that empower security teams to act faster, smarter, and with greater confidence. Our patented Attack Signal Intelligence (ASI) platform aggregates signals from public cloud, SaaS, identity, and data‑center networks into a single, unified view, enabling rapid prioritization, investigation, and remediation of the most advanced attacks. With a portfolio of 35 AI patents and the most vendor references in MITRE D3FEND, brighthush AI is trusted by enterprises worldwide to keep pace with hybrid attackers.
Why brighthush is a Game Changer
brighthush AI has earned industry accolades such as the Best of Black Hat Award for “Most Innovative Emerging Company” and the SC Award for “Best Customer Service.” These recognitions underscore our commitment to excellence and our relentless pursuit of cutting‑edge solutions. Our culture is built around three core values: customer first, no drama teamwork, and acting with integrity. We thrive on solving hard problems and celebrate people who are passionate, irreverent, and results‑oriented. If you care about building great customer experiences, refuse to accept “no” as an answer, and enjoy collaborating with a global team, brighthush is the place for you.
Position Overview
As a Senior Technical Customer Support Engineer, you will be the linchpin of our global support organization. You will handle complex, high‑impact incidents, ensuring that each customer interaction is positive, efficient, and insightful. Your expertise will shape the future of brighthush’s support processes, tools, and knowledge base, driving continuous improvement and customer satisfaction. You will also act as a bridge between customers, engineering, product, and sales, translating real‑world challenges into actionable product enhancements.
Key Responsibilities
- Lead third‑tier, customer‑facing support for the brighthush AI Platform, diagnosing and resolving the most challenging technical issues.
- Perform deep diagnostics, including lab reproduction, source‑code analysis, and packet‑capture investigations, to isolate root causes and develop robust solutions.
- Quantify customer impact, prioritize solutions, and coordinate with cross‑functional teams to deliver timely resolutions that exceed expectations.
- Engage customers and the Sales organization via email, phone, and remote sessions (WebEx, Zoom, GotoMeeting) to provide expert guidance and ensure a seamless handoff.
- Collaborate closely with Engineering to develop high‑quality workarounds, feature enhancements, and permanent fixes that reduce future incident volume.
- Identify, qualify, and document product, hardware, software, and process improvements that enhance the overall support experience.
- Develop and maintain customer‑facing content, including knowledge‑base articles, how‑to guides, and troubleshooting playbooks that empower customers to self‑resolve.
- Participate in limited on‑call/out‑of‑hours support for weekends and national holidays, ensuring 24/7 coverage for critical incidents.
- Partner with colleagues on investigations, escalations, and root‑cause analysis, fostering a culture of shared learning and continuous improvement.
- Champion cross‑functional collaboration and communication, embodying the team‑player ethos that defines brighthush.
Essential Qualifications
- Minimum 5 years of experience in technical support or escalation engineering for complex, global environments.
- Proven track record of diagnosing and resolving intricate customer issues across diverse platforms.
- Expertise in Linux‑based systems, including administration, performance tuning, and application stack management.
- Strong understanding of current security technologies, threat landscapes, and risk mitigation strategies.
- Deep knowledge of the TCP/IP protocol suite, including packet‑capture analysis and network troubleshooting.
- Basic proficiency in SQL and NoSQL databases, enabling effective data‑driven diagnostics.
- Experience working within a geographically dispersed, high‑velocity support team.
- Proactive mindset: ability to identify emerging issues and drive their resolution before they impact customers.
- Exposure to virtual environments (VMware, Hyper‑V, KVM) and cloud/SaaS application support.
- U.S. citizenship required for this role.
Preferred Qualifications & Skills
- Advanced scripting and programming skills, especially in Python and Bash.
- Design and operational knowledge of enterprise and data‑center networks.
- Experience with security appliances, security software, and data interchange between heterogeneous systems.
- Familiarity with AI‑enabled tools (ChatGPT Enterprise, Microsoft Copilot, AI analytics platforms) for enhancing productivity and customer outcomes.
- Comfortable drafting customer communications, summarizing cases, analyzing trends, and automating routine workflows using AI.
- Strong judgment to critically validate AI outputs, ensuring confidentiality and data integrity.
- Ability to identify opportunities for responsible AI and automation integration into support processes.
AI‑Enabled Productivity & Innovation
brighthush embraces AI to elevate support quality and efficiency. You will be encouraged to use AI tools to draft communications, generate knowledge‑base content, analyze case trends, and automate repetitive tasks. Your critical eye will ensure that AI outputs are accurate, secure, and aligned with customer expectations. This mindset not only accelerates your own workflow but also sets a new standard for the entire support organization.
Career Growth & Learning Opportunities
Joining brighthush at this pivotal moment offers a unique chance to shape the global support organization from the ground up. You will:
- Lead initiatives that define support processes, tooling, and documentation for a rapidly expanding customer base.
- Collaborate with engineering, product, and sales teams to influence product roadmap and customer success strategies.
- Mentor junior engineers, fostering a culture of continuous learning and knowledge sharing.
- Participate in cross‑functional projects that drive innovation in AI‑driven threat detection and response.
- Access ongoing training, certifications, and conferences to stay ahead of emerging cybersecurity trends.
- Earn recognition through performance‑based incentives, equity participation, and leadership development programs.
Work Environment & Culture at brighthush
Our team operates in a dynamic, fast‑moving environment that values agility, transparency, and collaboration. You will work with a global, distributed team that shares a passion for solving complex problems and delivering exceptional customer value. brighthush promotes a healthy work‑life balance, encourages open communication, and rewards initiative and creativity. We celebrate diversity, inclusion, and the unique perspectives each team member brings to the table.
Compensation & Benefits
brighthush offers a competitive total rewards package that includes:
- Base salary in the range of $80,000–$90,000 USD, commensurate with experience and location.
- Performance‑based incentive plans and eligibility for employee equity (stock options).
- Comprehensive health, dental, and vision insurance plans.
- Life and disability insurance, along with income protection benefits.
- Retirement savings plans with company matching.
- Behavioral and emotional wellness programs, including counseling and stress‑management resources.
- Generous paid time off, including vacation, sick leave, and holidays.
- Employee recognition programs that celebrate achievements and milestones.
- Flexible work arrangements, including remote work options and a supportive virtual office environment.
Diversity, Equity & Inclusion
brighthush is proud to be an equal‑opportunity employer. We celebrate diversity in all its forms and are committed to creating an inclusive environment where every employee can thrive. We welcome applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.
How to Apply
If you are a seasoned technical support engineer with a passion for AI, cybersecurity, and customer success, we want to hear from you. Join brighthush and help shape the future of threat detection and response while advancing your career in a supportive, innovative, and globally connected environment.
Apply Today – become a key player in brighthush’s mission to protect enterprises worldwide with cutting‑edge AI technology.
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