About Brighthush
Brighthush is a trailblazing analytics SaaS platform that empowers market researchers, analysts, and marketers to unlock insights from survey data with unprecedented speed and ease. Our cloud‑based, drag‑and‑drop interface transforms raw data into actionable visualizations, reports, and dashboards—all without the need for complex coding or statistical expertise. From Fortune 500 brands to boutique research firms, our customers rely on Brighthush to accelerate decision‑making, reduce time‑to‑insight, and drive measurable business impact.
Founded on a vision of democratizing data analysis, Brighthush has grown from a lean startup to a fully integrated subsidiary of a leading public company. This unique blend of startup agility and enterprise stability gives our team the freedom to innovate while enjoying the benefits, resources, and career pathways of a large organization.
Why Join Brighthush?
- Remote‑First Culture: All Brighthush employees work from anywhere in the world. We value talent over geography and provide the tools and trust needed to thrive in a distributed environment.
- Fast‑Paced Innovation: As a high‑growth company, you’ll see your ideas implemented quickly and your impact measured in real time.
- Career Growth: Brighthush invests heavily in professional development—internal training, mentorship, and cross‑functional projects that accelerate your career trajectory.
- Competitive Compensation & Perks: We offer a market‑competitive salary, equity, comprehensive health benefits, unlimited PTO, and a generous stipend for home office equipment.
- Diversity & Inclusion: Brighthush is an Equal Opportunity Employer. We celebrate diverse perspectives and foster an inclusive environment where everyone can thrive.
Role Overview
As a Brighthush Technical Customer Support Engineer, you will be the frontline champion for our customers, ensuring they derive maximum value from our platform. Your responsibilities span four core domains: customer support, product testing, sales enablement, and professional services. You will work closely with product, engineering, and sales teams to resolve complex technical issues, refine product quality, and drive customer success.
Key Responsibilities
- Customer Support & Triage: Receive, analyze, and resolve high‑complexity technical tickets that impact product performance and customer outcomes. Use Zendesk to log, prioritize, and track issues, ensuring timely resolution and clear communication.
- Product Quality Assurance: Systematically test new features and releases. Identify bugs, edge cases, and usability gaps. Collaborate with QA and engineering to reproduce issues, document root causes, and validate fixes.
- Sales & Onboarding Enablement: Prepare data sets and demo environments for prospective clients. Conduct post‑sale onboarding sessions, training customers on best practices, and ensuring a smooth transition from trial to production.
- Professional Services Projects: Lead or support implementation projects for enterprise clients. Configure data pipelines, set up survey integrations, and deliver custom analytics solutions tailored to client needs.
- Knowledge Base & Documentation: Author and maintain help articles, troubleshooting guides, and release notes on help.brighthush.io. Ensure content is accurate, up‑to‑date, and accessible to both technical and non‑technical audiences.
- Customer Relationship Management: Build trust with customers through proactive outreach, empathy, and clear communication. Gather feedback to inform product roadmap and feature prioritization.
- Cross‑Functional Collaboration: Escalate complex issues to product management and engineering. Provide actionable insights and data to drive product improvements.
- Reporting & Analytics: Generate periodic usage reports for account managers and internal stakeholders. Highlight trends, adoption metrics, and potential upsell opportunities.
Essential Qualifications
- Technical Expertise: Proven experience in data processing for market research surveys—cleaning, tabulation, and statistical programming (SPSS, R, Python).
- Educational Background: BA/BS in Computer Science, Statistics, Data Science, or a related quantitative field. Equivalent professional experience will also be considered.
- Problem‑Solving Mindset: Strong analytical and deductive skills. Ability to isolate root causes of bugs and devise elegant solutions.
- Communication Skills: Excellent written and verbal English. Skilled in translating technical concepts to non‑technical stakeholders and in conflict resolution.
- Organizational Acumen: Ability to manage a high‑volume workload, prioritize tasks, and meet deadlines in a fast‑paced environment.
- Adaptability: Comfortable multitasking, handling interruptions, and working across multiple time zones (US & Europe).
- Customer‑Centric Attitude: Empathy for customer pain points and a passion for delivering exceptional service.
Preferred Qualifications
- Experience with SaaS customer support tools (Zendesk, Intercom, Freshdesk).
- Knowledge of survey platforms (Qualtrics, SurveyMonkey, Google Forms) and data integration workflows.
- Familiarity with cloud technologies (AWS, Azure, GCP) and API usage.
- Previous involvement in professional services or implementation projects.
- Experience in a startup environment or working with high‑growth tech companies.
Core Competencies
- Technical Proficiency: Comfortable with SQL, data manipulation, and statistical analysis.
- Customer Success: Ability to anticipate customer needs and proactively address potential issues.
- Collaboration: Works effectively with cross‑functional teams—product, engineering, sales, and marketing.
- Continuous Learning: Stays current with industry trends, new technologies, and best practices in data analytics.
- Resilience: Maintains composure under pressure and turns challenges into opportunities.
Career Growth & Development
At Brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Technical Customer Support Engineer, you will have the opportunity to:
- Progress to a Senior Support Engineer or Lead Support Engineer role, overseeing a team of support specialists.
- Transition into Product Management or Engineering, leveraging your deep product knowledge and customer insights.
- Take on a Customer Success Manager role, focusing on long‑term client relationships and revenue growth.
- Lead cross‑functional initiatives such as product launches, feature rollouts, or global support operations.
We support your growth through internal training programs, mentorship, conference sponsorships, and a culture that encourages experimentation and learning.
Work Environment & Culture
Brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Our remote workforce is united by:
- Open Communication: Regular all‑hands meetings, asynchronous updates, and a culture of feedback.
- Flexibility: Work hours that accommodate multiple time zones, allowing you to balance personal and professional commitments.
- Community: Virtual coffee chats, hackathons, and team‑building events that foster camaraderie.
- Innovation: A “fail fast, learn fast” mindset that encourages experimentation and rapid iteration.
Compensation & Benefits
While specific figures vary by role and location, Brighthush offers:
- Competitive base salary aligned with market rates for technical support roles.
- Equity options that allow you to share in the company’s long‑term success.
- Comprehensive health, dental, and vision insurance.
- Unlimited paid time off (PTO) and a generous holiday schedule.
- Home office stipend and equipment reimbursement.
- Professional development budget for courses, certifications, and conferences.
- Wellness programs, including mental health resources and virtual fitness classes.
How to Apply
If you are passionate about technology, customer success, and data analytics, and you thrive in a fast‑paced, remote environment, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for Brighthush’s Technical Customer Support Engineer role.
Join us in redefining how the world analyzes survey data—one customer at a time.
Apply for this job