```html
About brighthush
brighthush is a trailblazing technology company that delivers trusted, agent‑centric AI solutions and a petabyte‑scale distributed data platform. Founded in 2016 by the team that built Cleversafe (now part of IBM), brighthush has grown into a carbon‑neutral, remote‑first organization that powers critical infrastructure for governments, financial institutions, and global enterprises. Our mission is simple yet profound: to make AI safe, reliable, and accessible at scale, so that our customers can protect networks, secure nations, and drive the global economy forward.
Position Overview
The Senior Customer Support Engineer – Distributed Systems & AI Platform is a pivotal role that bridges the gap between our customers and the engineering team. You will own the diagnosis and resolution of complex technical issues across the brighthushAIQ Unified Data Platform, act as a technical liaison, and contribute to the continuous improvement of our support processes and tooling. This role demands a blend of deep technical expertise in distributed systems, SQL, and Linux administration, coupled with exceptional customer‑facing skills and a proactive mindset.
Key Responsibilities
- Complex Issue Resolution: Diagnose and resolve high‑severity customer problems in a distributed database environment, producing detailed Root Cause Analyses (RCAs) and Corrective Action Plans.
- Customer Engagement: Respond to inquiries via phone, help tickets, and email, managing multiple issues simultaneously while meeting agreed service level agreements (SLAs).
- Onboarding & Deployment: Assist in customer onboarding, training, installation, and environment build‑outs for both on‑premise and brighthush‑managed solutions. Access customer datacentre environments remotely to support deployment and configuration activities.
- Performance Tuning: Perform SQL and query performance troubleshooting and tuning against large data sets, helping customers optimize their brighthush environments.
- AI‑Assisted Troubleshooting: Leverage brighthush’s AI tools to aid in diagnosing complex problems, creating and validating AI skills, and ensuring accurate outputs before using them for RCAs or customer communications.
- Proactive Monitoring: Administer and monitor brighthush‑managed database solutions and related software dependencies (e.g., Kafka, Ceph), proactively identifying and resolving issues before they impact customers.
- Documentation & Knowledge Base: Create and maintain documentation for major installations, known issues, and workarounds, contributing to the customer‑facing knowledge base.
- Product Feedback Loop: Provide actionable product and customer feedback to engineering to support continuous platform improvement.
- Escalation Management: Exercise sound judgment in issue ownership and escalation, knowing when to continue investigating independently and when to engage engineering, while clearly communicating customer impact and technical findings.
Essential Qualifications
- UK citizen holding a British passport.
- UK Security Clearance (current or previously held).
- 5+ years of experience in a technical support or engineering role, with at least 3 years in service monitoring, execution, and advanced troubleshooting.
- Proficiency in Linux operating systems, with daily hands‑on use.
- Experience with distributed SQL systems, including administration, query writing, troubleshooting, and performance investigation.
- Practical knowledge of x86 server hardware.
- Strong customer‑facing experience, with the ability to communicate technical issues and findings clearly to a range of audiences.
- A curious, enquiring mindset with strong structured problem‑solving and investigative skills.
Preferred Qualifications
- Exposure to databases or data warehousing environments.
- Experience with AI‑based troubleshooting in complex environments.
- Comfortable working shift rotas and participating in on‑call coverage.
- Hybrid or remote work experience.
- Knowledge of Kafka and S3‑compatible object storage.
Skills & Competencies
- Technical Proficiency: Distributed systems, SQL, Linux, Kafka, Ceph, S3, and cloud‑native technologies.
- Analytical Thinking: Ability to dissect complex problems, identify root causes, and design effective solutions.
- Communication: Clear, concise, and empathetic communication with customers, engineering, and cross‑functional teams.
- Collaboration: Works seamlessly with product, engineering, and operations teams to drive customer success.
- Adaptability: Thrives in a fast‑moving, remote‑first environment with evolving technologies.
- Customer‑Centric Mindset: Passion for delivering exceptional support and turning challenges into opportunities for improvement.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Support Engineer, you will:
- Progress to a Lead Support Engineer or Technical Account Manager role, taking ownership of larger customer portfolios.
- Transition into engineering or product roles, leveraging your deep customer insights to shape the next generation of brighthushAIQ features.
- Participate in continuous learning programs, including certifications in distributed systems, cloud architecture, and AI technologies.
- Engage with a global community of experts through internal knowledge‑sharing sessions, hackathons, and industry conferences.
Work Environment & Company Culture
brighthush is a fully remote, remote‑first company that values flexibility, autonomy, and work‑life balance. Our culture is built on:
- Trust & Accountability: Empowered teams that own their work and deliver results.
- Diversity & Inclusion: A commitment to creating an inclusive environment where every voice is heard.
- Innovation & Impact: A focus on solving real‑world problems that matter to our customers and society.
- Collaboration: Cross‑functional teams that collaborate across time zones and disciplines.
- Well‑Being: Flexible schedules, mental health resources, and a supportive community.
Compensation & Benefits
We offer a competitive salary range of £81,360 to £100,000 per year, commensurate with experience and skill level. In addition to base pay, you will receive:
- Performance‑based bonuses and equity opportunities.
- Comprehensive health, dental, and vision coverage.
- Generous paid time off, including flexible holidays and parental leave.
- Professional development budget for courses, certifications, and conferences.
- Well‑being stipend for home office setup, fitness memberships, and mental health support.
- Annual company‑wide virtual events and occasional in‑person retreats.
How to Apply
Ready to join a team that is redefining the future of AI and distributed data? Submit your application through our Careers page or LinkedIn. Please note that we do not accept unsolicited agency or staffing resumes. All official communications will come directly from brighthush via our Careers page, LinkedIn, or an email from an brighthush.com address.
Closing Statement
At brighthush, you will be part of a mission‑driven organization that tackles some of the most challenging problems in technology today. If you are a seasoned support engineer with Apply for this job