About brighthush
At brighthush, we’re redefining the way businesses harness the power of data. Our cutting‑edge platform blends robust data governance with intuitive stewardship tools, enabling teams to unlock insights while maintaining compliance and security. With a global footprint and a culture that thrives on curiosity, collaboration, and continuous learning, brighthush is the place where technology meets real‑world impact.
Why Join brighthush?
As a rapidly growing SaaS leader in the information technology sector, brighthush offers a dynamic environment where your expertise can shape the future of data management. We champion a remote-first culture that empowers you to work from anywhere in Australia while staying connected to a vibrant community of engineers, product managers, and data scientists. Our commitment to innovation, diversity, and employee well‑being means you’ll have the resources, mentorship, and autonomy to thrive.
Role Overview
We’re looking for a seasoned Senior Customer Support Engineer to become the backbone of our support ecosystem. In this role, you’ll translate complex technical issues into actionable solutions, mentor junior engineers, and drive continuous improvement across our support processes. Your deep expertise in Linux, relational databases, and API integrations will be essential to delivering world‑class service to our enterprise customers.
Key Responsibilities
- Resolve high‑priority support tickets for enterprise clients, ensuring timely and accurate resolution.
- Reproduce, diagnose, and document bugs across our SaaS platform, collaborating with product and engineering teams to expedite fixes.
- Mentor and coach junior support engineers, fostering a culture of knowledge sharing and professional growth.
- Develop and maintain internal troubleshooting guides, knowledge base articles, and best‑practice documentation.
- Participate in on‑call rotations, providing 24/7 support coverage for critical incidents.
- Analyze support metrics and customer feedback to identify trends, propose enhancements, and influence product roadmap decisions.
- Leverage AI tools (Claude, Gemini, ChatGPT, Copilot) to streamline ticket triage, automate repetitive tasks, and enhance customer interactions.
- Collaborate with cross‑functional teams—Engineering, Product, Security—to ensure seamless issue resolution and product quality.
- Stay current with industry trends in cloud infrastructure, database technologies, and security protocols.
Essential Qualifications
- 3–5 years of customer‑facing experience in a SaaS environment.
- Proven hands‑on expertise with Linux (Ubuntu, CentOS), MySQL, and PostgreSQL.
- Strong programming skills in Java and experience building and consuming RESTful APIs.
- Deep understanding of SSL/TLS, SSO, and LDAP authentication mechanisms.
- Experience troubleshooting web applications, container orchestration (Kubernetes), and big‑data frameworks (Spark, Hadoop).
- Proficiency with ticketing systems such as Zendesk and knowledge of CI/CD pipelines.
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
- Excellent communication skills in English, both written and verbal.
Preferred Qualifications
- Hands‑on experience with AI/ML tools and frameworks, and a passion for integrating AI into support workflows.
- Knowledge of data governance concepts and experience working with data stewardship tools.
- Experience mentoring or leading technical support teams.
- Certifications in Linux (RHCE, LPIC), database administration (MySQL, PostgreSQL), or cloud platforms (AWS, Azure, GCP).
- Familiarity with Agile methodologies and continuous improvement practices.
Skills & Competencies
- Technical Proficiency: Linux administration, database tuning, Java development, API design, SSL/TLS, SSO, LDAP, Kubernetes, Spark, Hadoop.
- Problem‑Solving: Ability to dissect complex issues, identify root causes, and devise elegant solutions.
- Customer‑Centric Mindset: Empathy for users, clear communication, and a commitment to exceeding expectations.
- Collaboration: Works seamlessly with engineering, product, security, and operations teams.
- Adaptability: Thrives in a fast‑paced, evolving SaaS environment.
- Leadership: Mentors junior staff, drives process improvements, and champions best practices.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is as dynamic as our product roadmap. As a Senior Customer Support Engineer, you’ll:
- Progress to a Support Engineering Lead role, overseeing a team of engineers and shaping support strategy.
- Transition into Product Management or Engineering roles, leveraging your deep customer insights.
- Participate in internal hackathons and innovation labs to experiment with new technologies.
- Access a curated learning budget for courses, certifications, and conferences.
- Receive mentorship from senior leaders across the organization.
Work Environment & Culture
brighthush is built on a foundation of trust, transparency, and empowerment. Our remote-first culture means:
- Flexible working hours that respect your personal life and peak productivity times.
- Regular virtual town halls, team‑building events, and cross‑departmental knowledge‑sharing sessions.
- A diversity & inclusion framework that celebrates varied perspectives and fosters belonging.
- Access to a digital collaboration suite (Slack, Zoom, Confluence, Jira) that keeps everyone connected.
- Encouragement to experiment, fail fast, and iterate—your ideas can directly influence product direction.
Compensation, Perks, and Benefits
While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with experience and market benchmarks.
- Performance‑based bonuses and equity options to share in the company’s success.
- Comprehensive health, dental, and vision insurance for you and your dependents.
- Generous paid time off, including vacation, sick leave, and personal days.
- Professional development stipend and reimbursement for certifications.
- Well‑being initiatives: virtual fitness classes, mental health resources, and wellness allowances.
- Flexible work arrangements and a fully remote setup with a stipend for home office equipment.
How to Apply
If you’re ready to bring your technical expertise, customer‑first mindset, and passion for innovation to a forward‑thinking SaaS company, we’d love to hear from you. Submit your application through our careers portal and join a team that values curiosity, collaboration, and impact.
Apply now and help shape the future of data governance at brighthush!
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