Senior Customer Support Engineer – Expert SaaS Technical Support Specialist for Higher Education Academic Operations Platforms

About brighthush

brighthush is a trailblazer in the higher education technology arena, redefining how colleges and universities manage their academic operations. With an Intelligent Academic Operations Platform that powers over 400 institutions and serves more than 3.3 million students, brighthush is at the forefront of transforming outdated administrative systems into seamless, data‑driven workflows. Our mission is simple: empower educators, administrators, and students to focus on learning and teaching by eliminating the friction that comes from legacy technology.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, mission‑driven team that values innovation, collaboration, and continuous improvement. We’re fully remote, giving you the flexibility to work from anywhere while staying connected through a culture of transparency, accountability, and shared success. As a Customer Support Engineer, you’ll play a pivotal role in ensuring our platform remains reliable, user‑friendly, and impactful for every institution we serve.

Key Responsibilities

• End‑to‑End Ticket Management: Own the entire lifecycle of support tickets within your coverage area, from intake to resolution, ensuring SLA compliance and customer satisfaction.
• Technical Troubleshooting: Diagnose and resolve configuration, data, and integration issues for higher education clients, leveraging your deep understanding of SaaS environments.
• Proactive Communication: Keep customers informed at every stage—status updates, next steps, and resolution details—through clear, concise, and empathetic communication.
• Root Cause Analysis: Reproduce issues in a controlled environment, identify underlying causes, and document findings to prevent recurrence.
• Escalation Management: Recognize when a case requires deeper technical insight and promptly involve product or engineering teams, ensuring smooth handoffs.
• Knowledge Base Enhancement: Document troubleshooting steps, solutions, and best practices in our internal knowledge base for future reference.
• AI & Automation Utilization: Employ AI‑assisted tools and automation workflows to streamline ticket resolution and improve efficiency.
• Continuous Improvement: Incorporate quality assurance feedback to refine support processes, enhance customer experience, and drive operational excellence.

Essential Qualifications

• 3–4 years of experience in SaaS technical support or a comparable customer‑facing technical role.
• Proficiency in managing caseloads within ticketing or CRM systems such as Salesforce Service Cloud or Zendesk, with a strong track record of meeting SLA requirements.
• Ability to interpret browser console errors, network logs, and basic API responses to diagnose issues.
• Strong analytical skills with a focus on root cause analysis and problem resolution.
• Excellent written communication skills, capable of translating technical concepts for both technical and non‑technical audiences.
• Sound judgment in case ownership, escalation decisions, and prioritization under pressure.
• Professional, calm demeanor when dealing with high‑stakes or frustrated customers.
• Collaborative mindset with a customer‑oriented approach.

Preferred Qualifications

• Experience supporting higher education institutions or similar regulated environments.
• Familiarity with academic scheduling, curriculum management, or assessment systems.
• Knowledge of API integration patterns, RESTful services, and JSON/XML data formats.
• Experience with AI‑driven support tools or chatbot platforms.
• Certifications in ITIL, Salesforce, or related support frameworks.

Core Skills & Competencies

• Technical Proficiency: Deep understanding of SaaS architecture, cloud services, and integration techniques.
• Problem‑Solving: Ability to dissect complex issues, think critically, and devise effective solutions.
• Customer Advocacy: Passion for delivering exceptional service and turning challenges into opportunities.
• Time Management: Efficiently juggle multiple tickets while maintaining quality and adherence to deadlines.
• Team Collaboration: Work seamlessly with product, engineering, and sales teams to drive customer success.
• Adaptability: Thrive in a fast‑moving, remote environment and embrace continuous learning.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. As a Customer Support Engineer, you’ll have access to:

• Structured mentorship programs with senior engineers and product leaders.
• Regular training sessions on new platform features, industry trends, and advanced troubleshooting techniques.
• Opportunities to transition into technical product roles, engineering, or customer success leadership.
• Participation in cross‑functional projects that shape the future of higher education technology.

Work Environment & Culture

Our fully remote model empowers you to design a work environment that suits your lifestyle while staying connected through:

• Weekly virtual team stand‑ups and knowledge‑sharing sessions.
• Open‑door communication channels with leadership and peers.
• Inclusive, diverse, and supportive culture that values every voice.
• Regular virtual social events, hackathons, and wellness initiatives.

Compensation & Benefits

We offer a competitive total rewards package that reflects your experience and performance:

• Base Salary: $75,000 – $80,000 per year, commensurate with experience.
• Variable Compensation: Performance‑based bonus targeting a total earnings range of $83,000 – $88,000.
• Health, dental, and vision insurance plans.
• Generous paid time off, including vacation, sick leave, and personal days.
• 401(k) retirement plan with company match.
• Professional development stipend and access to industry conferences.
• Flexible work hours and a fully remote work setup.

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, or any other protected status.

Ready to Make an Impact?

If you’re a dedicated, technically savvy support professional who thrives on solving complex problems and delivering exceptional customer experiences, we want to hear from you. Join brighthush and help shape the future of higher education technology—one ticket at a time.