Senior Customer Support Engineer – Enterprise Automation, ERP Integration & Client Success Specialist at brighthush

About brighthush

brighthush is a fast‑growing SaaS scale‑up that is reshaping the way finance and operations teams worldwide eliminate manual, error‑prone work. Our agentic platform gives enterprises the power to automate core business processes, delivering end‑to‑end control, measurable productivity gains, and a new standard of autonomous operations. With more than 550 enterprise customers and over 1,300 live deployments, our clients regularly report productivity improvements of five‑ to ten‑fold. As a majority employee‑owned organization, brighthush combines the agility of a startup with the stability of a well‑capitalized partner that includes a minority stake from a leading global investment firm.

Headquartered on Zürich’s iconic Bahnhofstrasse, brighthush is expanding rapidly across Europe and North America. Our culture is built on deep technical expertise, an unwavering focus on customer success, and a collaborative spirit that encourages continuous learning, experimentation, and innovation.

Why Join brighthush?

At brighthush you will be part of a high‑velocity team that sits at the forefront of enterprise automation. You’ll work on complex, mission‑critical systems that directly influence the financial health of Fortune 500 companies and fast‑growing mid‑market firms. Your contributions will shape the future of ERP integration and process automation, and you will see the tangible impact of your solutions on real business outcomes every day.

We offer a dynamic work environment that blends remote flexibility with purposeful in‑person collaboration. After an intensive onboarding period at our Zürich headquarters, you will transition to a hybrid model that lets you work from your home location while staying connected through regular team days, all‑hands meetings, and off‑site retreats. All travel for these events is fully reimbursed, ensuring you can maintain strong relationships with teammates and stakeholders across the globe.

Location & Work Model

This is a full‑time role based in either Munich or Cologne. Following a minimum one‑month onboarding at our Zürich HQ, you will move to a hybrid arrangement, working remotely from your preferred location while remaining an integral part of the brighthush team. We support flexible schedules, generous remote‑work allowances, and a collaborative digital workspace that keeps you connected to product, engineering, and customer success teams worldwide.

Your Mission at brighthush

As a Senior Customer Support Engineer, you will be the guardian of our customers’ business‑critical processes. You will own cases from inception to resolution, ensuring that invoices post, orders flow, and data integrity is maintained. You will act as both a technical detective and a trusted advisor, translating complex system behavior into clear, actionable guidance for customers and internal stakeholders alike.

Core Responsibilities

• End‑to‑End Case Ownership: Take full responsibility for each support ticket, from initial triage through root‑cause analysis, remediation, and final confirmation of success.
• Cross‑Boundary Diagnosis: Investigate issues that span platform behavior, ERP systems, master data, and custom workflow logic.
• Root‑Cause Resolution: Determine the most appropriate fix—whether a configuration change, data correction, process adjustment, or engineering escalation—and execute it efficiently.
• Response‑Time Management: Meet and exceed SLA commitments, with priority handling for strategic accounts and high‑impact incidents.
• Escalation Management: Recognize when a problem exceeds a single case, assemble comprehensive evidence, and hand it off to product or engineering teams with clear context.
• Knowledge Sharing: Document solutions, patterns, and best practices to enrich the team’s knowledge base and reduce repeat effort.
• Collaboration with Consultants & Client Partners: Provide technical depth on escalations, ensuring that consulting engagements stay on track and deliver value.
• Leadership of High‑Impact Initiatives: Lead projects that streamline support processes, improve tooling, or enhance the customer experience at scale.
• Product Influence: Serve as a bridge between customers, product management, and engineering, feeding real‑world insights into the product roadmap.
• Mentorship & Coaching: Guide junior engineers and interns, raising the technical bar across the support function through regular coaching sessions and code reviews.
• Account Health Stewardship: Proactively monitor and improve health scores for at‑risk accounts, restoring confidence and performance through targeted interventions.

What You Bring to brighthush

Educational Background

• Master’s degree in a STEM discipline (Computer Science, Engineering, Information Systems, Mathematics, Physics, or a related field) or equivalent practical experience.

Professional Experience

• 3+ years in a technical, customer‑facing role such as application support, technical consulting, solution engineering, or integration engineering.
• Proven ability to debug complex systems that involve APIs, data mapping, interfaces, and log analysis.
• Strong data‑centric mindset with hands‑on experience in SQL or comparable query languages; habit of validating assumptions through data analysis.
• Fluency in German and English (both written and spoken) – German is a hard requirement due to our customer base.
• Nice‑to‑have experience with major ERP platforms (SAP, Microsoft Dynamics, Oracle, etc.), scripting languages (Python, PowerShell, Bash), and exposure to workflow automation or process‑mining tools.

Essential Qualifications

• Demonstrated track record of resolving complex technical issues in a fast‑paced, high‑stakes environment.
• Exceptional communication skills, capable of translating technical details into clear, business‑focused language for non‑technical stakeholders.
• Analytical mindset with a methodical, data‑driven approach to problem solving.
• Self‑motivated, proactive, and comfortable working independently while collaborating across cross‑functional teams.
• Passion for continuous learning and staying current with emerging technologies in automation, cloud platforms, and ERP integration.

Skills & Competencies

• Technical Troubleshooting: Deep familiarity with cloud platforms (AWS, Azure, GCP), RESTful APIs, and data pipelines.
• Configuration Management: Experience with change‑control processes, versioning, and environment management.
• Data Analysis: Proficiency in SQL, data modeling, and the ability to extract actionable insights from large datasets.
• Process Mapping & Optimization: Ability to visualize, document, and improve end‑to‑end business workflows.
• Customer‑Centric Mindset: Commitment to delivering measurable value and a superior experience for every client.
• Project Management: Strong prioritization, time‑boxing, and stakeholder‑management skills.
• Mentoring & Knowledge Transfer: Proven ability to coach junior team members and foster a culture of shared learning.

Career Growth & Learning Opportunities at brighthush

brighthush invests heavily in the professional development of its people. As you excel in this role, you will have clear pathways to advance your career:

• Vertical Advancement: Move from Senior Customer Support Engineer to Lead Engineer, then to Manager of Customer Success Engineering or Product Support.
• Cross‑Functional Exposure: Work closely with product management, engineering, and sales, gaining a holistic view of the business and expanding your skill set.
• Strategic Projects: Lead or contribute to high‑visibility initiatives that shape the future of enterprise automation, such as building self‑service diagnostic tools or designing new integration frameworks.
• Learning Resources: Access a generous budget for certifications, workshops, conferences, and online courses. brighthush also hosts internal hackathons, brown‑bag sessions, and guest‑speaker events.
• Mentorship Programs: Pair with senior leaders for career coaching, technical mentorship, and leadership development.
• Global Mobility: Opportunities to work from any of our European hubs or participate in short‑term assignments in North America, expanding your cultural and professional horizons.

Work Environment & Culture

At brighthush we believe that great work emerges from a supportive, transparent, and inclusive environment. Our culture is defined by:

• Open Communication: Regular town‑halls, transparent OKR tracking, and an “open‑door” policy that encourages ideas from every level.
• Data‑Driven Decision Making: Every major initiative is backed by metrics, A/B testing, and continuous feedback loops.
• Agile Methodologies: Scrum‑based teams, rapid iteration cycles, and a focus on delivering incremental value.
• Work‑Life Harmony: Flexible remote options, generous paid‑time‑off policies, and a focus on mental‑health resources.
• Community & Fun: Monthly team‑building events, quarterly off‑site retreats, internal hackathons, and a vibrant Slack community where engineers share tips, memes, and learning resources.
• Diversity & Inclusion: A commitment to building a workforce that reflects the global customers we serve, with active employee resource groups and inclusive hiring practices.

Compensation, Perks & Benefits

While exact figures vary by location and experience, brighthush offers a competitive total‑rewards package designed to attract and retain top talent:

• Base Salary: Aligned with market benchmarks for senior technical support roles in Germany.
• Performance‑Based Bonuses: Quarterly bonuses tied to individual, team, and company performance.
• Equity Participation: Stock options as part of our employee‑ownership model, giving you a direct stake in brighthush’s success.
• Health & Wellness: Comprehensive medical, dental, and vision coverage; mental‑health counseling; and a wellness stipend.
• Paid Time Off: Generous vacation allowance, sick leave, personal days, and additional holidays for local observances.
• Remote‑Work Support: Home‑office stipend, high‑speed internet reimbursement, and ergonomic equipment allowance.
• Professional Development: Annual learning budget, conference sponsorships, and internal certification programs.
• Retirement Savings: Employer‑matched pension or 401(k) plans where applicable.
• Family Benefits: Parental leave, childcare assistance, and flexible scheduling for caregivers.

How to Apply

If you are passionate about solving complex technical challenges, delivering exceptional customer experiences, and driving the next wave of automation, brighthush invites you to join our mission. Bring your expertise, curiosity, and collaborative spirit to a company where every line of code you write and every problem you solve directly contributes to the success of world‑class enterprises.

Apply today and own your impact in a company that values innovation, collaboration, and continuous growth.

Learn more about brighthush and our values at brighthush.

Originally posted on Himalayas.