Why Join brighthush?
At brighthush, we are redefining the way financial professionals access credit intelligence, data, and analytics. As a global leader in the information‑technology space, brighthush empowers banks, fintech innovators, and investment firms with real‑time insights that drive smarter decisions. Our mission is to turn complex data into actionable intelligence, and we do it by building cutting‑edge platforms that are secure, scalable, and incredibly user‑friendly. If you thrive in a fast‑moving, data‑centric environment and love turning technical challenges into seamless customer experiences, you’ve found your next career home.
Position Overview
We are seeking a highly motivated Technical Customer Support Lead to spearhead our remote support team in Pakistan. This role blends deep technical curiosity with exceptional communication skills, allowing you to diagnose, reproduce, and resolve sophisticated client issues across a suite of modern data tools—including APIs, MCP, Snowflake, and Databricks. As a lead, you will not only solve problems but also mentor junior engineers, refine support processes, and act as the voice of the customer within product development cycles.
Key Responsibilities
Client Issue Management
- Act as the primary point of contact for escalated technical tickets, ensuring timely and accurate resolution.
- Diagnose complex client issues by gathering detailed logs, reproducing bugs in sandbox environments, and leveraging deep product knowledge.
- Document each step of the troubleshooting process in our knowledge base, creating clear, reusable solutions for future reference.
- Maintain composure and professionalism during high‑pressure interactions, turning challenging moments into opportunities for trust‑building.
Team Leadership & Process Improvement
- Lead a geographically distributed support team, providing coaching, performance feedback, and career development guidance.
- Design and implement structured problem‑solving frameworks that improve ticket resolution time and increase first‑contact fix rates.
- Collaborate with product, engineering, and QA teams to surface recurring issues, influence roadmap priorities, and drive product enhancements.
- Develop and deliver regular training sessions on emerging technologies such as Snowflake data warehousing, Databricks Lakehouse, and API best practices.
Technical Documentation & Knowledge Sharing
- Author and maintain high‑quality technical documentation, including step‑by‑step guides, API reference materials, and troubleshooting playbooks.
- Curate internal wikis and external self‑service portals to empower customers to resolve common problems independently.
- Track and analyze support metrics (e.g., SLA compliance, CSAT scores) to identify trends and proactively address gaps.
Essential Qualifications
- Technical Aptitude: Proven experience working with APIs, cloud data platforms (Snowflake, Databricks), and modern data pipelines.
- Customer‑Facing Experience: Minimum 3‑5 years in a technical support or solutions engineering role, preferably within the fintech or data‑analytics sector.
- Communication Skills: Exceptional written and verbal English proficiency, with the ability to translate technical jargon into clear, actionable language for non‑technical stakeholders.
- Problem‑Solving Mindset: Demonstrated ability to approach ambiguous issues methodically, using structured frameworks such as root‑cause analysis and hypothesis testing.
- Leadership Potential: Experience mentoring junior staff or leading small teams, with a focus on fostering a collaborative and growth‑oriented culture.
- Remote Work Discipline: Proven track record of delivering high‑quality results in a remote environment, with reliable internet connectivity and a dedicated workspace.
Preferred Qualifications
- Bachelor’s or Master’s degree in Computer Science, Information Systems, or a related field.
- Hands‑on experience with Managed Cloud Platforms (MCP) and data‑engineering tools such as Apache Spark, Airflow, or dbt.
- Familiarity with security standards and compliance frameworks relevant to financial data (e.g., PCI‑DSS, GDPR).
- Previous exposure to ticketing systems like Zendesk, ServiceNow, or Jira Service Management.
- Certification in Snowflake, Databricks, or related cloud technologies.
Core Skills & Competencies
- Analytical Thinking: Ability to dissect complex data flows and pinpoint failure points quickly.
- Empathy & Patience: Understanding client frustrations and providing reassurance while navigating technical hurdles.
- Collaboration: Comfortable working cross‑functionally with product managers, engineers, and sales teams.
- Adaptability: Thrive in a fast‑changing environment where new tools and features are released regularly.
- Time Management: Prioritize multiple tickets and projects without sacrificing quality.
Career Growth & Learning Opportunities
At brighthush, your professional development is a top priority. As a Technical Customer Support Lead, you will have access to:
- Mentorship from senior engineering leaders and product architects.
- Sponsored certifications for Snowflake, Databricks, and other emerging technologies.
- Quarterly “Innovation Days” where you can propose and prototype new support tools or automation scripts.
- A clear promotion pathway—from Lead to Support Manager, and eventually to Director of Customer Success or Product Operations.
- Opportunities to contribute to product design reviews, ensuring that the voice of the customer shapes every release.
Work Environment & Culture at brighthush
We believe that a thriving team is built on trust, transparency, and a shared passion for excellence. Our remote‑first culture includes:
- Flexible Hours: While we operate across global time zones, you can structure your day to align with personal productivity peaks.
- Inclusive Community: Regular virtual coffee chats, cultural celebrations, and a dedicated Diversity & Inclusion council.
- Tech‑First Mindset: State‑of‑the‑art collaboration tools, virtual whiteboards, and a generous budget for home‑office upgrades.
- Feedback Loops: Bi‑weekly one‑on‑ones, 360‑degree reviews, and an open‑door policy with senior leadership.
- Health & Well‑Being: Access to virtual fitness classes, mental‑health resources, and wellness stipends.
Compensation, Perks & Benefits
While exact salary ranges will be discussed during the interview process, successful candidates can expect a competitive compensation package that reflects market standards for senior technical support roles. In addition, brighthush offers a comprehensive benefits suite designed to support you and your family:
- Retirement Savings: 401(k) plan with company matching contributions.
- Paid Time Off: Generous vacation allowance, sick days, and paid holidays.
- Parental Leave: Extended paid leave for new parents, with flexible return‑to‑work options.
- Tuition Reimbursement: Up to $5,000 per year for approved courses, certifications, or degree programs.
- Professional Development Budget: Annual stipend for conferences, workshops, and learning platforms.
- Health Coverage: Comprehensive medical, dental, and vision plans for employees and dependents.
- Remote Work Allowance: Monthly stipend for internet, coworking space, or home‑office equipment.
Application Process
Ready to lead a high‑performing technical support team at a forward‑thinking data company? Follow these steps to apply:
- Click the “Apply To This Job” button below to submit your resume, cover letter, and any relevant certifications.
- Our talent acquisition team will review your application and schedule an initial screening call.
- Successful candidates will progress through a technical assessment, a leadership interview, and a final cultural fit conversation with senior leadership.
- Receive a formal offer and begin your journey with brighthush!
Join Us at brighthush
If you are a self‑driven problem solver with a passion for technology and a knack for turning complex issues into satisfied customers, we want to hear from you. At brighthush, you’ll be part of a vibrant community that values curiosity, continuous learning, and the impact you make every day. Apply now and help shape the future of credit intelligence and data analytics.
Apply for this job