Senior Customer Support Engineer – Database & Developer Experience Specialist at brighthush

About brighthush

brighthush is a trailblazing database platform that empowers high‑growth companies to scale their data infrastructure with confidence. By combining the power of PostgreSQL with Vitess, an open‑source clustering system for MySQL, brighthush delivers a single, unified experience that lets developers focus on building great products instead of wrestling with database complexity. Our mission is to make data management as effortless and reliable as possible, so that every team can innovate faster, deploy more frequently, and grow without limits.

We are a fast‑moving, remote‑first organization that values curiosity, ownership, and collaboration. Our engineers, product managers, and support specialists work together across continents to solve real‑world problems for some of the most exciting brands in gaming, consumer tech, and B2B SaaS. If you thrive in a culture that rewards experimentation, celebrates learning, and places customer success at the heart of everything you do, brighthush is the place for you.

What You’ll Do

As a Customer Support Engineer at brighthush, you will be the frontline advocate for developers and businesses who rely on our platform to power their most critical workloads. Your role will blend deep technical expertise with a passion for customer experience, driving solutions that keep our customers productive and satisfied.

• Customer Advocacy – Serve as the primary point of contact for support tickets, Slack inquiries, public forums, and other channels. Listen actively, diagnose problems, and guide customers toward resolution while maintaining a calm, empathetic tone.
• Root‑Cause Analysis – Dive into logs, query plans, schema changes, and application code to identify the underlying issue. Use your debugging toolkit to trace problems across the stack, from database internals to application frameworks.
• Knowledge Sharing – Translate complex technical concepts into clear, actionable guidance for developers. Create and refine troubleshooting guides, playbooks, and best‑practice documentation that empower customers to solve issues independently.
• Product Feedback Loop – Capture recurring pain points and product gaps from customer interactions. Collaborate with Engineering, Product, and Documentation teams to prioritize enhancements that reduce friction and improve the overall experience.
• Process & Tooling Improvement – Contribute to the design and evolution of support workflows, ticketing systems, and knowledge bases. Champion automation and data‑driven metrics that scale support quality as the customer base grows.
• Cross‑Functional Collaboration – Partner with Sales, Success, and Engineering to align on customer expectations, feature releases, and incident post‑mortems. Represent the voice of the customer in internal discussions.

Essential Qualifications

• Proven experience supporting production applications, databases, or developer tools in a technical support or engineering capacity.
• Strong command of SQL, with hands‑on experience in MySQL and/or PostgreSQL. Familiarity with Vitess concepts is a plus.
• Excellent debugging skills: ability to reason through application behavior, database performance, and infrastructure interactions.
• Programming fluency (Python, Go, JavaScript, or similar). You’ll read and navigate unfamiliar codebases to diagnose issues, but you won’t be writing production code full‑time.
• Experience with common application frameworks (e.g., Express, Django, Rails), ORMs (e.g., Sequelize, SQLAlchemy), and database connectors.
• Comfortable working with cloud platforms such as AWS, GCP, or Azure, and with monitoring/observability tools (Prometheus, Grafana, Datadog).
• Strong written and verbal communication skills, with the ability to explain technical details to both technical and non‑technical audiences.
• Empathy for customers, developers, and teammates; a knack for advocating for user needs while balancing business priorities.

Preferred Qualifications

• Experience in a remote, distributed organization and familiarity with asynchronous collaboration tools.
• Background in building or scaling support processes, documentation systems, or knowledge bases from the ground up.
• Exposure to high‑availability database architectures, replication, and disaster recovery strategies.
• Knowledge of containerization (Docker, Kubernetes) and CI/CD pipelines.
• Passion for continuous learning and a willingness to experiment with new languages, frameworks, and tools.

Key Skills & Competencies

• Customer‑centric mindset with a proactive approach to problem resolution.
• Analytical thinking and a methodical approach to troubleshooting.
• Strong organizational skills and the ability to manage multiple high‑priority tickets simultaneously.
• Data‑driven decision making: using metrics to identify trends, measure impact, and drive improvements.
• Team player who thrives in cross‑functional environments and can influence stakeholders at all levels.
• Adaptability: comfortable stepping outside your comfort zone to learn new technologies or domains.

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. As a Customer Support Engineer, you’ll:

• Gain deep expertise in database internals, distributed systems, and cloud infrastructure.
• Collaborate closely with Engineering and Product, giving you a front‑row seat to the roadmap and architecture decisions.
• Lead initiatives that shape the support ecosystem, from tooling to documentation, and see the tangible impact of your work.
• Participate in mentorship programs, internal tech talks, and hackathons that foster continuous learning.
• Explore career paths into Technical Program Management, Product Management, or Senior Engineering roles, leveraging the cross‑functional experience you’ll build.

Work Environment & Culture

brighthush is a fully remote, global team that values flexibility, transparency, and inclusion. Our culture is built on:

• Trust & Autonomy – You’ll own your work, set your own schedule, and deliver results without micromanagement.
• Collaboration & Openness – We use asynchronous communication, open‑source knowledge bases, and regular all‑hands meetings to keep everyone aligned.
• Diversity & Inclusion – We actively foster an environment where every voice is heard and respected, regardless of background, identity, or experience.
• Continuous Improvement – Feedback loops, post‑mortems, and retrospectives are integral to our process, ensuring we learn from every incident.
• Work‑Life Balance – Flexible hours, generous time‑off policies, and a focus on mental health help you thrive both personally and professionally.

Compensation & Benefits

We believe in transparent, competitive compensation that reflects the value you bring. Your total package will include:

• Base Salary – $150,000 – $200,000 USD, commensurate with experience and market benchmarks.
• Variable Compensation – Performance‑based bonuses tied to individual and team metrics.
• Equity – Stock options that align your success with the company’s growth.
• Benefits – Comprehensive health, dental, and vision plans; 401(k) with company match; paid parental leave; and a generous paid time‑off policy.
• Learning & Development – Reimbursement for courses, conferences, and certifications; internal tech talks and mentorship.
• Wellness – Remote wellness stipend, mental health resources, and access to virtual fitness classes.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven team that is redefining how companies manage data at scale. You’ll:

• Work with cutting‑edge technology that powers high‑growth startups and enterprise customers alike.
• Have a direct impact on customer success, product quality, and the overall developer experience.
• Collaborate with a diverse, talented group of engineers, product managers, and designers who are passionate about solving complex problems.
• Benefit from a culture that values autonomy, learning, and inclusion, while offering the flexibility of a fully remote environment.

We are committed to building an inclusive workplace where everyone feels respected and valued. Whether you come from a formal education, bootcamp, or self‑taught background, we welcome applicants of all identities, orientations, and experiences. If you have a disability, please let us know how we can support you during the interview process.

Ready to Make an Impact?

If you are a curious, customer‑focused engineer who loves turning complex problems into simple, elegant solutions, we want to hear from you. Join brighthush and help shape the future of database technology while building a career that challenges, rewards, and inspires.

Apply now and become a key player in the next generation of developer‑first database solutions.