About brighthush
At brighthush, we are redefining how modern enterprises store, manage, and protect their most valuable data assets in the cloud. Our cutting‑edge cloud data platform empowers organizations to scale effortlessly, accelerate innovation, and maintain rock‑solid security across hybrid and multi‑cloud environments. As a leader in data‑centric solutions, brighthush combines deep engineering expertise with a customer‑first mindset, delivering a seamless experience that turns complex data challenges into strategic opportunities.
Our mission is simple yet ambitious: to make data work for every business, no matter the size or industry. We achieve this by fostering a culture of curiosity, collaboration, and continuous learning—where every team member is encouraged to push boundaries, share ideas, and grow both personally and professionally.
Why This Role Matters
The Customer Success Engineer II position is a pivotal part of brighthush’s commitment to delivering world‑class support and value to our customers. This is a dedicated weekend coverage role, ensuring that our clients receive uninterrupted, expert assistance during critical off‑hours. Whether you are working a 3x12 (three 12‑hour shifts) or a 4x10 (four 10‑hour shifts) schedule, you will be the trusted technical advisor who helps customers maximize the ROI of brighthush’s cloud data platform, troubleshoot complex issues, and drive adoption of best practices.
Role Overview
As a Customer Success Engineer II on the weekend support team, you will blend deep technical knowledge with exceptional communication skills to resolve high‑impact incidents, guide customers through product features, and collaborate closely with internal engineering, product, and sales teams. You will act as the voice of the customer, providing feedback that shapes product roadmaps and service enhancements.
Key Responsibilities
- Weekend Technical Support: Provide Tier‑2 and Tier‑3 troubleshooting for brighthush’s cloud data platform during weekend shifts, ensuring rapid resolution of critical incidents.
- Incident Management: Own end‑to‑end incident lifecycle—from detection and triage to root‑cause analysis and post‑mortem documentation—while maintaining clear communication with customers and internal stakeholders.
- Customer Advocacy: Serve as a trusted advisor, translating technical concepts into business value, recommending optimizations, and guiding customers on best‑practice configurations.
- Collaboration: Partner with product engineering, quality assurance, and development teams to reproduce bugs, validate fixes, and influence product improvements based on real‑world usage.
- Knowledge Sharing: Contribute to internal knowledge bases, create detailed runbooks, and develop technical content (e.g., webinars, tutorials) that empower both customers and fellow support engineers.
- Proactive Monitoring: Leverage brighthush’s monitoring tools to identify potential issues before they impact customers, and initiate preventive actions.
- Customer Onboarding & Enablement: Assist with weekend onboarding sessions, data migrations, and configuration reviews to ensure a smooth transition to brighthush’s platform.
- Feedback Loop: Capture and prioritize customer feedback, feeding insights back to product management to drive feature enhancements and usability improvements.
- Continuous Learning: Stay current with emerging cloud technologies, data storage trends, and security best practices to maintain expertise and provide cutting‑edge guidance.
Essential Qualifications
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical field, or equivalent practical experience.
- 2–4 years of hands‑on experience in a technical support, systems engineering, or customer success role, preferably within a SaaS or cloud‑native environment.
- Strong understanding of cloud platforms (AWS, Azure, Google Cloud) and modern storage architectures, including object, block, and file storage.
- Proficiency with Linux/Unix operating systems, networking fundamentals (TCP/IP, DNS, VPN), and scripting languages such as Python, Bash, or PowerShell.
- Demonstrated ability to diagnose and resolve complex technical issues under pressure, with a focus on delivering exceptional customer experiences.
- Excellent written and verbal communication skills, with the ability to convey technical information to both technical and non‑technical audiences.
- Experience using ticketing systems (e.g., ServiceNow, Jira Service Management) and remote troubleshooting tools.
- Willingness to work weekend shifts on a rotating schedule (3x12 or 4x10) and to be on‑call as needed.
Preferred Qualifications
- Advanced certifications such as AWS Certified Solutions Architect, Google Cloud Professional Engineer, or Microsoft Azure Administrator.
- Familiarity with containerization (Docker, Kubernetes) and orchestration platforms.
- Background in data management, backup & recovery solutions, or enterprise storage systems.
- Experience with monitoring and observability tools (Prometheus, Grafana, Splunk, ELK stack).
- Previous exposure to DevOps practices, CI/CD pipelines, and infrastructure‑as‑code (Terraform, CloudFormation).
- Track record of contributing to open‑source projects or technical communities.
Core Skills & Competencies
- Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose effective solutions.
- Customer‑Centric Mindset: Passion for delivering value, building relationships, and exceeding expectations.
- Collaboration: Strong team player who thrives in cross‑functional environments and can influence without authority.
- Time Management: Efficiently prioritize tasks during high‑volume periods while maintaining quality.
- Adaptability: Comfortable navigating fast‑changing technology landscapes and evolving product features.
- Documentation Skills: Ability to produce clear, concise, and actionable technical documentation.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is limited only by your ambition. As a Customer Success Engineer II, you will have access to:
- Mentorship Programs: Pairing with senior engineers and product leaders to accelerate skill development.
- Technical Certifications: Company‑funded training for cloud, security, and data‑management certifications.
- Internal Mobility: Pathways to senior engineering, solutions architecture, product management, or leadership roles.
- Innovation Labs: Opportunities to work on proof‑of‑concept projects, pilot emerging technologies, and influence product direction.
- Continuous Education: Access to online learning platforms (Pluralsight, Coursera, Udemy) and attendance at industry conferences.
Work Environment & Culture at brighthush
We believe that great work stems from a supportive, inclusive, and energizing environment. At brighthush you will experience:
- Hybrid Flexibility: While weekend shifts are on‑site or remote as needed, weekdays offer a hybrid model that balances collaboration with focused work time.
- Diversity & Inclusion: A commitment to building a workforce that reflects the global community we serve, with employee resource groups and inclusive policies.
- Transparent Communication: Regular town halls, open‑door leadership, and clear visibility into company goals and performance.
- Recognition Programs: Peer‑nominated awards, spot bonuses, and celebration of milestones.
- Well‑Being Initiatives: Mental health resources, fitness stipends, and flexible time‑off policies to support work‑life harmony.
Compensation, Perks & Benefits
brighthush offers a competitive total rewards package designed to attract and retain top talent:
- Market‑aligned base salary with performance‑based bonuses.
- Comprehensive health, dental, and vision insurance for employees and dependents.
- 401(k) plan with company match.
- Generous paid time off, including holidays, sick days, and personal days.
- Professional development budget and tuition reimbursement.
- Employee stock purchase plan (ESPP) and equity grants for eligible roles.
- Remote work stipend for home office setup.
- Wellness programs, including virtual fitness classes and mindfulness resources.
How to Apply
If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced technical environment, and are ready to make an impact on brighthush’s weekend support team, we want to hear from you. Click the link below to submit your application, resume, and a brief cover letter highlighting your relevant experience and why you’re excited to join brighthush.