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Welcome to brighthush – Where Data Meets Innovation
At brighthush, we’re redefining how businesses discover, protect, and leverage their data. Our cloud‑native platform automates data discovery, cataloging, and compliance, turning raw information into a strategic asset that fuels smarter, faster decisions. With a culture that prizes curiosity, collaboration, and continuous learning, brighthush is the place where passionate engineers and support specialists thrive, innovate, and shape the future of data governance.
Why This Role Is a Game‑Changer for Your Career
As a Senior Customer Support Engineer, you will be the frontline champion for our global customer base. You’ll tackle complex technical challenges, guide users through best practices, and influence product improvements through real‑world feedback. If you love troubleshooting, thrive on solving puzzles, and want to shape the next wave of data governance, this role is your next big opportunity.
Key Responsibilities – What You’ll Do Every Day
- Global Escalation Lead: Provide expert, high‑impact support for enterprise customers worldwide, handling escalated tickets and complex technical issues with speed and precision.
- Incident Diagnosis & Resolution: Diagnose, troubleshoot, and resolve incidents related to data ingestion, cataloging, policy enforcement, and API integrations across AWS, Azure, and GCP.
- Cross‑Functional Collaboration: Partner closely with Product, Engineering, and Success teams to identify root causes, propose solutions, and drive product enhancements that directly impact customer satisfaction.
- Knowledge Management: Document solutions, create knowledge‑base articles, and deliver training sessions to customers and internal teams, ensuring knowledge is captured and shared.
- Customer Advocacy: Act as a customer advocate, capturing feedback and ensuring it is prioritized in the product roadmap.
- Proactive Guidance: Maintain a deep understanding of brighthush’s architecture, integrations, and industry best practices to provide proactive guidance to customers.
- Team Leadership: Mentor junior support engineers, fostering a culture of continuous improvement and knowledge sharing.
- Metrics & Analytics: Track and analyze support metrics (resolution time, customer satisfaction, first‑contact resolution) to drive operational excellence.
- On‑Call Excellence: Participate in on‑call rotations to provide 24/7 coverage for critical incidents, ensuring customers receive timely assistance.
- Industry Insight: Stay current with emerging data governance trends, regulatory changes, and competitor offerings to keep brighthush ahead of the curve.
Essential Qualifications – What We Expect
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
- Experience: 5+ years in technical support or customer success roles, preferably in SaaS or data‑centric products.
- Technical Proficiency: Hands‑on experience with SQL, Python, or scripting languages; familiarity with RESTful APIs and containerized environments.
- Domain Knowledge: Deep understanding of data governance concepts, metadata management, and data quality frameworks.
- Communication: Excellent written and verbal communication skills in English; additional languages are a plus.
- Customer Focus: Proven ability to manage multiple high‑priority tickets while maintaining a calm, customer‑first attitude.
- Cloud Expertise: Experience working with AWS, Azure, or GCP, and container orchestration tools like Docker and Kubernetes.
- Framework Familiarity: Knowledge of ITIL or similar support frameworks is desirable.
- Analytical Mindset: Strong analytical skills and a passion for continuous learning.
Preferred Qualifications – What Will Set You Apart
- Experience in the data management or data quality industry.
- Hands‑on knowledge of data cataloging tools, lineage, and compliance standards (GDPR, CCPA, HIPAA).
- Background in software development or QA, enabling you to bridge the gap between support and engineering.
- Experience mentoring or leading a support team.
- Certifications such as AWS Certified Solutions Architect, Data Governance Professional, or similar.
Core Competencies & Skills – What You’ll Bring to the Table
- Technical Proficiency: SQL, Python, Bash, and familiarity with cloud services.
- Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help users succeed.
- Problem‑Solving: Ability to dissect complex issues and devise elegant solutions.
- Communication: Clear, concise documentation and the ability to translate technical jargon for non‑technical stakeholders.
- Collaboration: Comfortable working cross‑functionally with Product, Engineering, and Sales.
- Adaptability: Thrives in a fast‑moving SaaS environment with evolving features.
- Leadership: Mentoring junior engineers and driving process improvements.
Career Growth & Learning Opportunities – Your Path at brighthush
At brighthush, your career path is defined by your ambition, not by a rigid hierarchy. As a Senior Customer Support Engineer, you’ll have the chance to:
- Advance to a Lead Support Engineer or Customer Success Manager role, overseeing larger accounts and strategic initiatives.
- Transition into Product Management or Engineering, leveraging your deep product knowledge and customer insights.
- Participate in cross‑functional projects, such as designing new support tools or shaping the next generation of data governance features.
- Access continuous learning through internal workshops, external conferences, and a generous budget for certifications.
- Engage with a global community of experts through webinars, user groups, and industry events.
Work Environment & Culture – What Makes brighthush Unique
brighthush is a fully remote, globally distributed organization that values flexibility, autonomy, and collaboration. Our culture is built on:
- Transparency: Open communication channels, regular all‑hands meetings, and a shared knowledge base.
- Inclusivity: A commitment to diversity, equity, and inclusion, ensuring every voice is heard.
- Innovation: Encouraging experimentation, rapid prototyping, and a fail‑fast mentality.
- Work‑Life Balance: Unlimited vacation, flexible working hours, and a focus on mental health.
- Community: Monthly virtual coffee chats, hackathons, and volunteer opportunities.
Compensation & Perks (US Only)
We offer a competitive base salary range of $110,000 – $150,000, commensurate with experience, along with a performance‑based bonus structure. Additional benefits include:
- Health, dental, and vision insurance with generous coverage options.
- 401(k) plan with company match.
- Unlimited paid time off and a generous parental leave policy.
- Wellness stipend for gym memberships, meditation apps, or home office upgrades.
- Annual tech stipend for equipment and software.
- Employee stock purchase plan (ESPP) and equity grants.
- Professional development budget for courses, certifications, and conferences.
Benefits at brighthush – A Holistic Approach to Well‑Being
brighthush recognizes that every employee has unique needs and life goals. Our benefits program is designed with flexibility in mind, providing:
- Competitive base pay and performance bonuses.
- Comprehensive health coverage for you and your family.
- Generous paid time off, including sick leave, vacation, and personal days.
- Wellness programs, mental health resources, and a supportive work environment.
- Opportunities for continuous learning and career advancement.
We celebrate diversity and are proud to be an equal‑opportunity employer. We welcome applicants from all backgrounds and encourage those who need accommodations to let us know by completing our Accommodations for Applicants form.
How to Apply – Take the Next Step
Ready to make a real impact on the data governance landscape? Click the button below to submit your application and join the brighthush team.
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