About brighthush
brighthush is a trailblazing, remote-first technology company that empowers higher‑education institutions to streamline academic operations, enhance student success, and drive institutional efficiency. With a mission to break down barriers to learning, brighthush delivers an intelligent platform that unifies curriculum management, scheduling, assessment, and workflow automation. Our solutions are trusted by over 400 colleges and universities, serving more than 3.3 million students nationwide. We are a fast‑growing, Forbes‑listed startup that values ownership, impact, and continuous learning. If you’re passionate about solving meaningful problems, collaborating with thoughtful teammates, and improving education at scale, brighthush is the place for you.
Position Overview
As a Senior Technical Customer Support Engineer at brighthush, you will be the linchpin in delivering world‑class support to our higher‑education customers. You will own the end‑to‑end resolution of technical support tickets, working closely with customers, Escalation Engineers, and product teams. Your role is pivotal in ensuring that colleges and universities can rely on our platform for mission‑critical academic operations. If you thrive on troubleshooting, enjoy deep technical dives, and take genuine pride in solving real problems for institutions, this is the role for you.
Why brighthush?
- Impactful Work – Every ticket you resolve directly improves the academic experience for thousands of students.
- Growth Mindset – We invest heavily in learning, mentorship, and career development.
- Remote‑First Culture – Work from anywhere in the United States with flexible hours that prioritize outcomes over time.
- Competitive Compensation – Base salary of $75,000–$80,000 plus performance‑based variable pay, bringing total on‑target earnings to $83,000–$88,000.
- Comprehensive Benefits – Health, dental, vision, retirement, paid time off, equity, and more.
Key Responsibilities
- Own the full lifecycle of support tickets within your coverage window, ensuring backlog, SLA, and average resolution time targets are met.
- Investigate and troubleshoot configuration, data, and integration issues for higher‑education customers using brighthush’s Curriculum, Scheduling, and Catalog products.
- Communicate directly with customers throughout the ticket lifecycle: set realistic expectations, provide timely updates, and close the loop with clear, actionable outcomes.
- Reproduce reported issues in a sandbox environment before escalating, moving beyond symptom description to root‑cause analysis.
- Escalate tickets that require deeper technical or product expertise proactively, preventing case stalls.
- Document solutions clearly and concisely so teammates can pick up the case or add the knowledge to our self‑service library.
- Collaborate with AI‑assisted tooling and automation in your daily workflow, providing candid feedback on what speeds up resolution.
- Accept QA feedback and coaching as growth opportunities, continuously improving your technical and soft‑skill proficiency.
Essential Qualifications
- 3–4 years of experience in SaaS technical support or equivalent customer‑facing technical roles supporting enterprise or business‑critical software.
- Proven track record managing a full caseload within ticketing or CRM systems (Salesforce Service Cloud, Zendesk, or similar) against SLA targets.
- Strong ability to read browser console errors, network request logs, and basic API responses to pinpoint failure points.
- Exceptional troubleshooting instinct: you ask root‑cause questions, rule out obvious issues, and validate fixes before closing.
- Excellent written communication skills – you can explain technical problems to non‑technical audiences and translate vague complaints into clear, reproducible issues.
- Sound judgment in determining when a case is yours to solve versus when it needs escalation, with the discipline to make that call proactively.
- Professional composure with frustrated or high‑stakes customers, avoiding defensiveness or over‑apologizing.
- Collaborative, customer‑first mindset and sound judgment.
Preferred Qualifications
- Experience working with higher‑education or institutional customers.
- Exposure to system integrations and data syncs between connected platforms.
- Familiarity with API tools such as Postman or cURL.
- Basic SQL or query literacy for investigating data issues directly.
- Understanding of relational databases and how data is structured behind the scenes.
What Makes You Thrive in This Role?
- You derive genuine satisfaction from uncovering why something broke, not just fixing the symptom.
- You proactively address tickets that are stalling, rather than waiting for a prompt.
- You can hold a customer’s frustration without absorbing it, acknowledging it and moving to solve.
- You’re comfortable learning systems you didn’t build – ticketing platforms, integrations, configuration layers.
- You document with the future in mind, ensuring teammates can pick up where you left off.
- You prioritize correctness over speed – you’ll drop a theory the moment evidence points elsewhere.
- You view support as a legitimate technical craft, not a stepping stone to “real engineering.”
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent from within. As a Senior Technical Support Engineer, you will:
- Progress to a Lead or Managerial role within the Support organization, overseeing a team of engineers.
- Transition into Product or Engineering roles, leveraging your deep customer‑centric knowledge.
- Participate in cross‑functional projects that shape the future of our platform.
- Access continuous learning resources, including internal tech talks, external conferences, and a generous budget for certifications.
- Receive mentorship from senior leaders who have built careers in SaaS, education technology, and customer success.
Work Environment & Culture
brighthush thrives on a culture of transparency, autonomy, and impact. Our remote‑first Apply for this job