Senior Customer Support Engineer – Advanced Technical Troubleshooting, Leadership & Mentorship, 24/7 Global Shift Operations, Fraud Prevention Platform at brighthush

Welcome to brighthush – Where Digital Trust Meets Technical Excellence

In today’s hyper‑connected world, every click, transaction, and data exchange carries inherent risk. At brighthush, we stand at the forefront of secure digital transformation, turning uncertainty into confidence. Our mission is simple yet profound: protect, support, and elevate the digital journeys of enterprises worldwide. From fintech to e‑commerce, from healthcare to gaming, our fraud‑prevention platform is the invisible shield that keeps businesses safe, compliant, and customer‑centric.

As a global organization with a presence on every continent, we empower our clients to defend against fraud, safeguard sensitive data, and deliver flawless user experiences. We do this by fostering a culture of continuous learning, collaboration, and excellence. If you’re passionate about technology, customer success, and making a tangible impact on the digital economy, brighthush is the place where your career can truly thrive.

Why Join brighthush?

At brighthush, you’ll be part of a high‑impact, cross‑functional team that thrives on solving complex technical challenges and delivering world‑class customer value. We champion a culture of empowerment where every voice is heard, every idea is valued, and every professional is encouraged to grow. Whether you’re a seasoned engineer or an emerging talent, you’ll find the resources, mentorship, and opportunities to accelerate your career trajectory.

Position Overview

We are seeking a Senior Customer Support Engineer who will lead technical support initiatives, mentor junior engineers, and ensure the highest level of service for our global client base. This role demands a blend of deep technical expertise, strategic problem‑solving, and a passion for customer success. You will operate in a 24/7 environment, covering shift work, holidays, and on‑call rotations to guarantee uninterrupted support for our mission‑critical clients.

Key Responsibilities

• Technical Support Leadership – Provide first‑line and advanced support for complex issues across our fraud‑prevention platform and associated web services.
• Root Cause Analysis – Conduct thorough investigations, identify underlying problems, and implement long‑term solutions to reduce recurrence.
• Mentorship & Coaching – Guide, train, and evaluate junior engineers, fostering a culture of knowledge sharing and continuous improvement.
• Documentation & Knowledge Base Management – Create and maintain detailed technical documentation, troubleshooting guides, and best‑practice playbooks.
• Collaboration with Product & Engineering – Work closely with product managers and developers to prioritize bug fixes, feature enhancements, and system optimizations.
• Performance Monitoring & Reporting – Track key metrics (ticket resolution time, SLA compliance, customer satisfaction) and present actionable insights to leadership.
• Shift & On‑Call Management – Participate in a rotating schedule that includes night shifts, weekends, and holidays to ensure 24/7 coverage.
• Continuous Learning – Stay current with emerging technologies, industry trends, and best practices in fraud detection, web architecture, and customer support.
• Incident Response & Escalation Management – Lead the incident response process, coordinate cross‑team efforts, and ensure timely resolution of high‑impact incidents.
• Process Improvement Initiatives – Identify bottlenecks in support workflows, propose automation or tooling enhancements, and drive adoption across the team.

Essential Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related technical discipline, or equivalent professional experience.
• Minimum of 4 years of hands‑on experience in technical support, preferably within a SaaS or fraud‑prevention environment.
• Proven expertise in Java EE (J2EE), application servers (Tomcat, WebSphere, WebLogic, JBoss), and web technologies (HTML, JavaScript, PHP).
• Strong command of database systems (SQL, NoSQL), networking protocols (TCP/IP, DNS, SSL/TLS), and web services (SOAP, REST).
• Excellent problem‑solving skills with a methodical approach to troubleshooting complex technical issues.
• Outstanding communication abilities, both written and verbal, with the capacity to explain technical concepts to non‑technical stakeholders.
• Experience managing or participating in on‑call rotations and shift work in a high‑availability environment.
• Fluency in English; additional language proficiency is a plus.

Preferred Qualifications

• Experience with cloud platforms (AWS, Azure, GCP) and containerization (Docker, Kubernetes).
• Knowledge of fraud detection algorithms, machine learning, or data analytics tools.
• Certifications such as AWS Certified Solutions Architect, Microsoft Certified: Azure Solutions Architect, or equivalent.
• Background in customer success or account management, providing a holistic view of client needs.
• Prior leadership experience in a technical support or engineering team.

Core Skills & Competencies

• Technical Proficiency – Deep understanding of Java EE ecosystems, web servers, databases, and networking.
• Analytical Thinking – Ability to dissect complex problems, identify root causes, and devise scalable solutions.
• Customer‑Centric Mindset – Commitment to delivering exceptional service and building lasting client relationships.
• Collaboration & Teamwork – Comfortable working cross‑functionally with product, engineering, and operations teams.
• Adaptability – Thrives in a fast‑paced, evolving environment with shifting priorities.
• Mentorship – Passion for coaching others, sharing knowledge, and fostering professional growth.
• Time Management – Efficiently balances multiple tickets, escalations, and shift responsibilities.
• Communication Excellence – Articulates complex technical details clearly to diverse audiences.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a Senior Customer Support Engineer, you’ll have the chance to:

• Progress to Lead Support Engineer or Technical Support Manager roles, overseeing larger teams and strategic initiatives.
• Transition into Product Management or Solutions Architecture, leveraging your deep technical knowledge and customer insights.
• Participate in specialized training programs, certifications, and conferences to stay ahead of industry trends.
• Contribute to internal innovation projects, such as developing new support automation tools or enhancing fraud detection capabilities.
• Engage in mentorship programs that allow you to shape the next generation of support engineers.
• Lead cross‑functional task forces that drive product roadmap decisions based on real‑world support data.

Work Environment & Company Culture

brighthush champions a culture that blends flexibility, collaboration, and purpose. Key highlights include:

• Remote‑First Flexibility – Work from anywhere, with a focus on results rather than hours.
• Inclusive and diverse teams that celebrate different perspectives and backgrounds.
• Regular virtual town halls, hackathons, and knowledge‑sharing sessions to keep the community vibrant.
• Transparent communication from leadership, ensuring every employee understands the company’s vision and goals.
• Commitment to work‑life balance, with generous vacation policies and mental‑health resources.
• Access to cutting‑edge tools and technologies that empower you to solve problems efficiently.
• Collaborative environment where cross‑team collaboration is the norm, not the exception.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market rates for senior technical support roles.
• Performance‑based bonuses tied to individual and team metrics.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Paid parental leave and flexible time off.
• Professional development stipend for courses, certifications, and conferences.
• Employee wellness programs, including virtual fitness classes and mental‑health support.
• Equity or stock‑option plans for eligible employees, aligning your success with the company’s growth.
• Annual company retreats and team‑building events to foster camaraderie.

How to Apply

If you are a seasoned technical support professional who thrives on solving challenging problems, mentoring peers, and delivering world‑class service in a fast‑paced environment, brighthush invites you to join our mission. Bring your expertise, curiosity, and passion for customer success to a team that values innovation, collaboration, and continuous growth.

Apply today and help shape the future of fraud prevention and customer support at brighthush. We look forward to discovering how your skills and vision can elevate our service excellence and drive lasting value for our clients.