Introduction
brighthush is a trailblazer in network security policy control, delivering a unified console that brings clarity to the most complex, multi‑vendor environments. From on‑prem firewalls to cloud security groups and micro‑segmentation platforms, brighthush gives security teams a single, authoritative view of policy compliance and enforcement across hybrid infrastructures. Our mission is simple yet powerful: policy is the control plane for network security. By defining what the environment should do and letting the infrastructure execute that intent, we empower organizations to protect their assets, meet regulatory requirements, and innovate without compromise.
As a fully remote, globally distributed team, brighthush thrives on proactive collaboration. Every engineer’s work directly influences the product that thousands of enterprises trust, and the success of our customers fuels our own growth. If you’re passionate about solving hard security problems, eager to learn across disciplines, and ready to make an impact from anywhere in the world, we invite you to join our mission.
About the Role
The Senior Technical Customer Support Engineer is the frontline guardian of our customers’ security posture. Working across chat, email, phone, and video, you’ll diagnose, troubleshoot, and resolve complex technical issues related to brighthush products. Your deep research skills, coupled with a customer‑first mindset, will help us maintain the highest standards of service and product quality.
This position is fully remote and operates within our 24/7 “follow‑the‑sun” coverage model. You will be expected to handle on‑call shifts for production‑critical incidents, with on‑call compensation and flexible scheduling to accommodate global customer needs.
Key Responsibilities
- Manage a high volume of support tickets, prioritizing responses based on urgency and impact.
- Conduct in‑depth troubleshooting, reproducing customer issues in isolated lab environments to isolate root causes.
- Own the entire ticket lifecycle—from initial intake to resolution or escalation—ensuring clear, timely communication with customers.
- Collaborate with product, engineering, and quality assurance teams to provide actionable feedback and drive product improvements.
- Document solutions, update knowledge base articles, and share best practices with the support community.
- Participate in cross‑functional projects that enhance brighthush services and align them with evolving customer needs.
- Serve as a subject‑matter expert on network security, firewalls, Linux, and endpoint technologies.
- Actively contribute to continuous learning by completing certifications, attending workshops, and staying current with industry trends.
Essential Qualifications
- 3+ years of technical support experience in a network security or cybersecurity environment.
- Hands‑on administration of at least one major firewall vendor (Cisco, Palo Alto, Juniper, Checkpoint, Fortinet).
- Strong understanding of the OSI model, NAT/PAT, TCP/UDP, HTTP, and firewall packet handling.
- Proficiency with Linux file systems, syslog, and log analysis across firewalls, Unix/Linux, and Windows event logs.
- Experience using ticketing systems such as Zendesk, Jira Service Management, or similar CRMs.
- Excellent written and verbal communication skills, with the ability to translate technical concepts for non‑technical stakeholders.
- Demonstrated problem‑solving aptitude, decision‑making under pressure, and efficient multitasking in fast‑paced environments.
- Fast learner who thrives on feedback and continuous improvement.
- Valid technical certifications (e.g., CCNA/CCNP, Palo Alto PA-220, Juniper JNCIA, Microsoft Certified: Azure Administrator, Linux Foundation Certified System Administrator) or a related degree in Computer Science, Cybersecurity, or Information Technology.
Preferred Skills & Experience
- Advanced troubleshooting of Linux firewall logs, iptables, and network packet captures (tcpdump, Wireshark).
- Experience with virtualization platforms such as VMware, Hyper‑V, or KVM.
- Familiarity with brighthush user interfaces, configuration, and policy management workflows.
- Basic scripting knowledge (BASH, Python, Perl, or PowerShell) for automating routine tasks.
- Prior technical support or help‑desk experience in a call‑center or remote environment.
- Knowledge of vulnerability scanning tools (Nmap, Nessus, Qualys) and compliance frameworks (PCI‑DSS, HIPAA, GDPR).
What We Offer
- Competitive Compensation commensurate with experience, including a base salary, performance bonuses, and equity opportunities.
- Comprehensive Benefits such as health, dental, vision, and life insurance, along with a generous paid time off policy and flexible work‑from‑home arrangements.
- On‑Call Compensation for production‑critical incidents, ensuring you’re rewarded for your dedication.
- Career Growth through mentorship, leadership development programs, and clear pathways to senior engineering, product, or managerial roles.
- Access to brighthush internal learning resources, industry conferences, and certification sponsorships.
- A collaborative culture that values transparency, continuous feedback, and cross‑functional teamwork.
- Opportunity to work with a diverse, global customer base and influence the future of network security policy control.
Our Culture at brighthush
At brighthush, we believe that great ideas come from diverse perspectives. Our team is built on trust, curiosity, and a shared commitment to excellence. We celebrate wins—both big and small—and we learn from every challenge. Whether you’re troubleshooting a complex firewall misconfiguration or collaborating on a new product feature, you’ll find a supportive environment that encourages experimentation and rewards initiative.
How to Apply
If you’re ready to bring your technical expertise, customer‑centric mindset, and passion for security to a forward‑thinking company, we’d love to hear from you. Submit your application through our career portal and join a team that’s redefining how enterprises secure their networks.
We are an equal opportunity employer. brighthush welcomes applicants of all backgrounds and encourages diversity in all its forms. We are committed to creating an inclusive environment where everyone can thrive.
Apply for this job