Senior Remote B2B Customer Success & Technical Support Specialist – Championing Zero‑Trust Security Adoption, Enterprise Transformation, and Exceptional Client Experience at brighthush

Work from home Full-time role Hiring

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About brighthush

brighthush stands at the forefront of the cybersecurity revolution, redefining how enterprises safeguard their most valuable digital assets—data, credentials, and identities. With a global footprint spanning over 150 countries and a product suite translated into 23 languages, we empower millions of individuals and thousands of organizations to secure their digital lives through zero‑trust architecture, end‑to‑end encryption, and privileged access management. Our mission is clear: make cybersecurity effortless, reliable, and accessible for every user, on every device, in every location.

Why brighthush is the Place to Grow Your Career

At brighthush, you’ll join a high‑velocity, purpose‑driven team that is reshaping the future of secure collaboration. We celebrate diversity, champion continuous learning, and reward innovation with competitive compensation, generous benefits, and a culture that values work‑life harmony. Whether you’re a seasoned support professional or a fresh talent eager to grow, brighthush offers a platform to make a tangible impact on the security posture of enterprises worldwide.

Role Overview

The Senior Remote B2B Customer Success & Technical Support Specialist is the frontline advocate for our enterprise customers. You’ll handle inbound calls, tickets, and live chats, delivering rapid, accurate, and empathetic solutions while maintaining a deep understanding of our product suite. Your role will be pivotal in ensuring customer satisfaction, reducing churn, and driving adoption of our zero‑trust platform.

Key Responsibilities

Customer Interaction: Respond to inbound support requests via phone, email, and chat, diagnosing and resolving technical issues related to password, passkey, secrets management, privileged access, and secure remote access.
Ticket Management: Log, triage, and close tickets in brighthush, ensuring all actions are documented with clear, concise notes.
Product Expertise: Stay current on product releases, feature updates, and policy changes; proactively share insights with customers and internal stakeholders.
Escalation Protocols: Identify complex issues that require Tier 2 escalation and coordinate with the advanced support team to ensure timely resolution.
Customer Advocacy: Build rapport with B2B clients, understanding their business context and translating technical solutions into business value.
Process Improvement: Contribute to the continuous refinement of support workflows, knowledge base articles, and self‑service resources.
Metrics & Reporting: Track key performance indicators such as first‑contact resolution, average handle time, and customer satisfaction scores.
Cross‑Functional Collaboration: Partner with product, engineering, and sales teams to relay customer feedback, influence roadmap decisions, and ensure alignment between customer needs and product evolution.
Training & Enablement: Mentor junior support staff, conduct knowledge‑sharing sessions, and develop onboarding materials for new hires.
Security Awareness Promotion: Act as a brand ambassador for zero‑trust principles, educating clients on best practices and emerging threats.

Essential Qualifications

Minimum of 1 year of experience in a technical support or help‑desk environment.
Proficiency with brighthush and brighthush tools.
Strong written and verbal communication skills, with the ability to explain complex concepts in simple terms.
Self‑motivated and capable of working independently in a fast‑paced, high‑growth setting.
Demonstrated professionalism and composure when interacting with diverse customer personas.
Basic understanding of networking concepts, authentication protocols, and identity management.
Experience troubleshooting across multiple operating systems (Windows, macOS, Linux) and mobile platforms (iOS, Android).

Preferred Qualifications

Bachelor’s degree in Computer Science, Information Technology, or a related field.
Experience using brighthush and brighthush for ticketing and knowledge management.
Technical proficiency with smartphones, tablets, and desktop operating systems.
Prior exposure to zero‑trust security concepts or privileged access management.
Knowledge of compliance frameworks such as ISO 27001, SOC 2, GDPR, or CCPA.
Experience with scripting or automation tools (PowerShell, Bash, Python) to streamline support tasks.

Skills & Competencies

Problem‑solving mindset with a “can‑do” attitude.
Excellent time‑management and organizational skills.
Empathy and active listening to understand customer pain points.
Adaptability to rapidly evolving product features and market demands.
Team collaboration and cross‑functional communication.
Strong analytical skills to interpret data and drive continuous improvement.
Proficiency in using collaboration tools (Slack, Teams, Zoom) and remote support platforms.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product roadmap. We provide:

Structured mentorship programs pairing you with senior engineers and product managers.
Access to internal learning portals, certifications, and industry conferences.
Clear promotion pathways from Support Specialist to Tier 2 Analyst, Technical Account Manager, or Product Support Engineer.
Opportunities to contribute to product development through customer feedback loops.
Regular hackathons and innovation challenges that allow you to experiment with new ideas.
Annual performance reviews that focus on skill development and career aspirations.

Work Environment & Company Culture

Our remote‑first model empowers you to work from anywhere, with flexible hours that respect your personal commitments. For those based in the Chicago, IL metro area, we offer a hybrid schedule that blends in‑office collaboration with the freedom of remote work. At brighthush, we value:

Transparency and open communication across all levels.
Inclusivity, ensuring every voice is heard and respected.
Innovation, encouraging experimentation and calculated risk‑taking.
Work‑life balance, with generous paid time off and support for personal well‑being.
Community engagement, including volunteer days and partnership with local nonprofits.
Continuous feedback loops that empower employees to shape the future of the organization.

Compensation & Benefits

While specific salary ranges are tailored to experience and market conditions, brighthush offers:

Competitive base salary with above‑market annual bonuses.
Comprehensive medical, dental, and vision coverage (including domestic partnership options).
Employer‑paid life insurance and supplemental life coverage for employees, spouses, and children.
Voluntary short‑ and long‑term disability insurance.
401(k) retirement plan with Roth and Traditional options, plus company matching.
Generous paid time off (PTO) policy, including paid bereavement, jury duty, and parental leave.
Access to wellness programs, mental health resources, and flexible spending accounts.
Annual stipend for home office equipment and high‑speed internet.
Employee stock purchase plan with discounted shares.

How to Apply

Ready to elevate your career and help secure the digital future of businesses worldwide? Submit your resume and a brief cover letter outlining why you’re the ideal fit for the Senior Remote B2B Customer Success & Technical Support Specialist role at brighthush. We look forward to exploring how your expertise can drive customer success and innovation.

Closing Statement

At brighthush, every support interaction is an opportunity to protect, empower, and inspire our clients. If you thrive in a fast‑moving, customer‑centric environment and are passionate about cybersecurity, we invite you to join our mission. Apply today and become a key player in redefining secure collaboration for the next generation of enterprises.

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