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About brighthush
brighthush is a trailblazing data governance platform that empowers organizations worldwide to unlock the full value of their data. By automating data discovery, cataloging, and compliance workflows, we help enterprises turn raw data into a strategic asset. Our mission is to democratize data quality and security, enabling every business to make faster, smarter decisions. With a culture rooted in innovation, collaboration, and continuous learning, brighthush is the place where passionate engineers and support specialists thrive.
Why Join the brighthush Support Team?
As a Senior Customer Support Engineer, you will be the frontline champion for our global customer base. You’ll solve complex technical challenges, guide users through best practices, and influence product improvements through real‑world feedback. At brighthush, we value curiosity, empathy, and a relentless drive to deliver exceptional customer experiences. If you’re excited by data, love troubleshooting, and want to shape the future of data governance, this role is for you.
Key Responsibilities
- Provide expert, high‑impact support for enterprise customers across the globe, handling escalated tickets and complex technical issues.
- Diagnose, troubleshoot, and resolve incidents related to data ingestion, cataloging, policy enforcement, and API integrations.
- Collaborate closely with Product, Engineering, and Success teams to identify root causes, propose solutions, and drive product enhancements.
- Document solutions, create knowledge‑base articles, and deliver training sessions to customers and internal teams.
- Act as a customer advocate, ensuring that feedback is captured and prioritized in the product roadmap.
- Maintain a deep understanding of brighthush’s architecture, integrations, and industry best practices to provide proactive guidance.
- Lead and mentor junior support engineers, fostering a culture of continuous improvement and knowledge sharing.
- Track and analyze support metrics (resolution time, customer satisfaction, first‑contact resolution) to drive operational excellence.
- Participate in on‑call rotations to provide 24/7 coverage for critical incidents.
- Stay current with emerging data governance trends, regulatory changes, and competitor offerings.
Essential Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
- 5+ years of experience in technical support or customer success roles, preferably in SaaS or data‑centric products.
- Strong troubleshooting skills with hands‑on experience in SQL, Python, or scripting languages.
- Deep understanding of data governance concepts, metadata management, and data quality frameworks.
- Excellent written and verbal communication skills in English; additional languages are a plus.
- Proven ability to manage multiple high‑priority tickets while maintaining a calm, customer‑first attitude.
- Experience working with RESTful APIs, cloud platforms (AWS, Azure, GCP), and containerized environments.
- Familiarity with ITIL or similar support frameworks is desirable.
- Strong analytical mindset and a passion for continuous learning.
Preferred Qualifications
- 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
- 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
At brighthush, your career path is defined by your ambition, not by a rigid hierarchy. As a Senior Customer Support Engineer, you’ll:
- 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 to 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
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
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 .
How to Apply
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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