Senior Customer Support Engineer – Enterprise Data Platform & AI Analytics Solutions

About brighthush

brighthush is a trailblazer in the data intelligence arena, empowering enterprises to unlock the full potential of their data assets without the traditional overhead of data consolidation. By delivering secure, governed access to data wherever it resides—whether on-premises, in the cloud, or across hybrid environments—brighthush enables organizations to power AI, analytics, and decision‑making at scale. Built on open standards such as Trino and Apache Iceberg, our platform eliminates vendor lock‑in while providing a unified, trusted view of enterprise data. Leading global enterprises rely on brighthush to fuel their most ambitious AI and analytics initiatives, and we are proud to be at the forefront of the next wave of data‑driven innovation.

Role Overview

As a Customer Support Engineer at brighthush, you will be the frontline advocate for our brighthush Enterprise Platform (brighthush EP) and brighthush Galaxy customers. Your mission is to ensure that every technical inquiry—whether it involves configuration, security, integration, or cluster management—is resolved swiftly and accurately, allowing our clients to fully realize the value of our solutions. You will act as a liaison between customers and our engineering teams, translating complex technical issues into clear, actionable insights and driving continuous improvement across the product line.

Why This Role Matters

Customer success is the heartbeat of brighthush. Your expertise will directly influence customer satisfaction, retention, and the overall perception of our brand in a highly competitive market. By mastering our platform’s intricacies and fostering strong relationships with clients, you will help shape the future of enterprise data intelligence.

Key Responsibilities

• Respond to and resolve Galaxy and EP customer inquiries via chat, email, or phone within defined SLA windows.
• Diagnose and troubleshoot complex distributed system issues, leveraging deep knowledge of Hadoop, Spark, Trino, and related technologies.
• Collaborate with pre‑sales and post‑sales teams to align on customer requirements, provide technical guidance, and ensure a seamless handoff.
• Escalate unresolved or high‑impact incidents to engineering, coordinating root‑cause analysis and timely resolution.
• Contribute to the creation and maintenance of a customer‑facing knowledge base, including detailed troubleshooting guides, best‑practice articles, and FAQ updates.
• Participate in on‑call rotations and 24/7 support cycles as required, ensuring global coverage for our international customer base.
• Actively engage in continuous learning—attending product training, industry conferences, and internal knowledge‑sharing sessions.
• Provide feedback to product and engineering teams on recurring issues, feature gaps, and usability improvements.
• Maintain accurate, detailed documentation of customer interactions, solutions, and follow‑up actions in our ticketing system.

Essential Qualifications

• 3+ years of experience in a technical support or engineering role, preferably in the data analytics or cloud services space.
• Hands‑on experience with distributed data systems such as Hadoop, Spark, Trino, and Apache Iceberg.
• Proficiency in containerization and orchestration technologies—Docker and Kubernetes.
• Strong background in cloud platforms (AWS, Azure, GCP) and experience deploying data solutions in these environments.
• Solid understanding of security fundamentals, including LDAP, OAuth 2.0, SSL/TLS, and role‑based access controls.
• Experience troubleshooting Linux-based systems and shell scripting (Bash).
• Proficient in SQL and comfortable working with relational and non‑relational databases.
• Excellent written and verbal communication skills, with the ability to explain complex technical concepts to non‑technical stakeholders.
• Strong problem‑solving mindset, with a track record of diagnosing and resolving high‑impact issues under pressure.
• Demonstrated ability to work collaboratively across cross‑functional teams in a fast‑paced environment.

Preferred Qualifications

• Experience with data lake architectures and governance frameworks.
• Knowledge of CI/CD pipelines and automated testing for data pipelines.
• Familiarity with monitoring and observability tools (Prometheus, Grafana, ELK stack).
• Experience in a SaaS or cloud‑native company’s support organization.
• Certifications in cloud platforms (AWS Certified Solutions Architect, Azure Data Engineer, GCP Professional Data Engineer).
• Background in Java or Python development, with the ability to read and debug code.

Skills & Competencies

• Technical Proficiency: Distributed systems, big data frameworks, cloud infrastructure, containerization, security protocols, Linux administration, SQL, Java/Python, Bash scripting.
• Customer‑Centric Mindset: Empathy, active listening, clear communication, and a passion for delivering exceptional service.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose effective solutions.
• Collaboration: Comfortable working with engineering, product, sales, and operations teams.
• Adaptability: Thrives in a dynamic environment, quickly learning new technologies and processes.
• Time Management: Prioritizes tasks effectively, meets deadlines, and maintains high quality under pressure.

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a shared journey. As a Customer Support Engineer, you will:

• Gain exposure to cutting‑edge data technologies and industry best practices.
• Participate in cross‑functional projects that influence product roadmap and customer experience.
• Access a robust learning ecosystem—including internal workshops, external conferences, and a generous budget for certifications.
• Progress into specialized roles such as Solutions Architect, Technical Program Manager, or Product Manager, depending on your interests and strengths.
• Mentor junior support staff and contribute to the development of onboarding programs.

Work Environment & Company Culture

brighthush fosters an inclusive, collaborative, and high‑energy culture where every voice matters. Our remote‑first model empowers you to work from anywhere while staying connected through regular virtual town halls, team‑building events, and open‑door communication channels. We celebrate diversity, champion continuous learning, and encourage employees to bring their authentic selves to work.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates and your experience.
• Performance‑based bonuses and equity grants to share in the company’s success.
• Comprehensive health, dental, and vision insurance plans.
• Flexible paid time off (PTO) and paid holidays.
• Professional development stipend and reimbursement for certifications.
• Wellness programs, including mental health resources and virtual fitness classes.
• Annual company retreats and team‑building activities.

How to Apply

Ready to join a forward‑thinking team that is redefining enterprise data intelligence? Submit your application through our careers portal or click the link below to apply directly.

Apply to this role at brighthush

Join brighthush and Shape the Future of Data

At brighthush, we are committed to building a future where data is not just stored, but truly understood and leveraged for transformative impact. If you are passionate about technology, dedicated to customer success, and eager to grow in a dynamic, inclusive environment, we invite you to bring your expertise to our team. Together, we will empower enterprises worldwide to unlock the power of their data and drive innovation that matters.