Senior Customer Support Engineer – Advanced Technical Troubleshooting & Customer Success at brighthush

About brighthush

brighthush is a global leader in cloud‑based quality and compliance software, empowering life‑sciences, pharmaceuticals, medical devices, and regulated industries to accelerate product development, clinical trials, and post‑market surveillance. With a mission to help customers bring life‑changing products to market faster, brighthush’s platform digitizes, automates, and connects every stage of the regulated product lifecycle. Over 1,000 organizations worldwide rely on brighthush to achieve new levels of operational excellence, from quality management and regulatory affairs to supply chain and manufacturing.

Role Overview

As a Customer Support Engineer (CSE) at brighthush, you will be the technical champion for our customers, providing expert application support, troubleshooting, and root‑cause analysis. You will collaborate with cross‑functional teams—including service consultants, sales operations, and engineering—to resolve complex issues, enhance customer satisfaction, and drive loyalty. Your work will directly influence product quality, customer success, and the continuous improvement of our platform.

Key Responsibilities

• Deliver personalized, high‑quality support that exceeds customer expectations and builds lasting relationships.
• Diagnose and resolve advanced technical issues via phone, email, and remote session, ensuring timely resolution.
• Educate customers on software functionality, best practices, and new features to maximize platform value.
• Reproduce, document, and report software defects to the development team, facilitating rapid resolution.
• Provide detailed root‑cause analysis and actionable troubleshooting steps to customers and internal stakeholders.
• Meet and exceed Service Level Agreements (SLAs) through effective incident management and prioritization.
• Author and maintain technical documentation, including Knowledge Base articles, using Knowledge‑Centered Support principles.
• Contribute to department KPIs, such as first‑contact resolution, ticket volume, and customer satisfaction scores.
• Perform software implementation, installation, and upgrades for new and existing customers.
• Update and maintain customer reports and dashboards for internal and external stakeholders.
• Provide backup support to team members and collaborate with escalation engineers on critical issues.
• Lead or participate in technical training sessions, knowledge transfer, and product deep‑dive workshops.
• Engage in special projects, process improvements, and new feature testing as directed.

Essential Qualifications

• Proven experience in technical support or customer success within SaaS or regulated software environments.
• Strong analytical and problem‑solving skills, with the ability to perform root‑cause analysis and multi‑step troubleshooting.
• Hands‑on experience with database management, particularly MS SQL, and familiarity with LDAP/Active Directory.
• Excellent written and verbal communication skills in English, with a professional tone and clarity.
• Demonstrated ability to document complex technical solutions and produce user‑friendly knowledge‑base content.
• High attention to detail and a commitment to delivering accurate, timely support.
• Experience working in a fast‑paced, collaborative environment with cross‑functional teams.
• Availability to work U.S. business hours consistently and willingness to travel as needed.

Preferred Qualifications

• Advanced application troubleshooting experience, including web and cloud‑based platforms.
• Knowledge of virtual environments (e.g., VMware, Hyper‑V) and experience with scripting or automation.
• Programming skills in JavaScript, HTML, or similar languages; familiarity with Claude Code or equivalent.
• Experience with cloud infrastructure (AWS, Azure, GCP) and CI/CD pipelines.
• Understanding of regulatory compliance frameworks (GxP, ISO, FDA, EMA) and quality management systems.
• Previous exposure to customer‑facing roles in regulated industries such as pharmaceuticals, medical devices, or biotechnology.
• Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira) and knowledge‑base platforms.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strong analytical thinking and the ability to break down complex problems.
• Excellent communication skills—both written and verbal—across technical and non‑technical audiences.
• Proficiency in troubleshooting tools, database queries, and diagnostic scripts.
• Adaptability and creativity in finding interim solutions while collaborating with engineering.
• Team player who thrives in a collaborative, cross‑functional environment.
• Self‑motivated, with a drive for continuous learning and professional growth.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a CSE, you will gain deep expertise in our platform, regulatory compliance, and customer success strategies. Opportunities to transition into senior support roles, technical account management, or product engineering are readily available. We invest heavily in professional development through certifications, workshops, and mentorship programs. Our culture encourages experimentation, knowledge sharing, and continuous improvement, ensuring you stay at the forefront of industry trends.

Work Environment & Culture

brighthush fosters an inclusive, collaborative, and high‑energy culture. Our teams are composed of intelligent, motivated, and passionate individuals who value innovation and customer impact. We celebrate achievements through recognition programs, team events, and a commitment to work‑life balance. Remote work is supported, with flexible schedules that align with U.S. business hours, allowing you to thrive in a dynamic, global environment.

Compensation & Benefits

We offer a competitive base salary, performance‑based bonuses, and a comprehensive benefits package. Additional perks include:

• Health, dental, and vision insurance.
• 401(k) matching and retirement planning.
• Paid time off, holidays, and flexible vacation policies.
• Wellness programs, including gym memberships and mental health resources.
• Professional development stipend and tuition reimbursement.
• Employee recognition events, company parties, and team‑building activities.
• Remote work support, including equipment allowances.

How to Apply

If you are passionate about delivering world‑class technical support, thrive in a regulated environment, and want to be part of a company that is reshaping the future of quality and compliance, we encourage you to apply. Submit your resume and a cover letter highlighting your relevant experience and why you’re excited about this role at brighthush.

Join brighthush Today

At brighthush, we believe that exceptional teams create extraordinary results. Join us to work with intelligent, collaborative professionals who are dedicated to making a real difference in the lives of patients and consumers worldwide. Your expertise will help shape the next generation of quality and compliance solutions. Apply now and become a key contributor to our mission of accelerating life‑changing products to market.