Senior Customer Support Engineer – Fraud Prevention & AI‑Driven Security Solutions Specialist – Empowering Global Digital Safety at brighthush

About brighthush

brighthush is not just a fintech company; it’s a movement dedicated to redefining digital trust. By marrying cutting‑edge artificial intelligence, behavioral biometrics, and consortium intelligence, we deliver a fraud prevention platform that stops fraud before it ever touches a customer’s wallet. Our mission is simple yet profound: make the world a safer place, one transaction at a time.

At brighthush, we thrive on a culture of relentless curiosity, humility, and rapid adaptation. Our team is built on the belief that the best solutions come from collaboration, continuous learning, and a genuine passion for protecting people and businesses. If you’re ready to grow your career while making a tangible impact on global security, you’ll find a home here.

Why This Role Matters

As a Senior Customer Support Engineer, you will be the technical backbone that ensures our customers receive world‑class support for our Fraud Manager and 3D‑Secure products. Your work will directly influence customer satisfaction, product reliability, and the overall reputation of brighthush in the fintech ecosystem. You’ll handle complex, escalated issues, collaborate with cross‑functional teams, and drive the delivery of secure, high‑performance solutions.

Key Responsibilities

• Second‑Tier Technical Support: Resolve escalated technical issues from frontline support, ensuring rapid, accurate, and customer‑centric solutions.
• Structured Troubleshooting: Apply a systematic methodology—problem recognition, research, isolation, and resolution—to diagnose and fix complex product challenges.
• Cross‑Functional Collaboration: Partner with product development, engineering, and QA to address root causes and implement long‑term fixes.
• Mentorship & Knowledge Sharing: Guide junior support engineers, fostering a culture of continuous improvement and technical excellence.
• Project Delivery: Participate in implementation and deployment projects, ensuring seamless integration of our fraud prevention solutions for new clients.
• Documentation & Knowledge Base: Create and maintain detailed troubleshooting guides, FAQs, and internal knowledge articles to empower the support community.
• Customer Communication: Keep clients informed throughout the support lifecycle, managing expectations and delivering transparent updates.
• Trend Analysis & Feedback Loop: Identify recurring patterns, provide actionable insights to product teams, and champion enhancements that elevate the customer experience.
• Continuous Learning: Stay abreast of product updates, industry trends, and emerging security technologies to maintain cutting‑edge expertise.
• Process Improvement: Drive initiatives that streamline support workflows, reduce resolution times, and elevate overall service quality.
• Availability & Flexibility: Operate within a 24/7/365 environment, including shift work, holidays, and on‑call rotations as required.

Essential Qualifications

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related technical field.
• Minimum of 4 years of experience in technical or software‑related customer support roles.
• Proven ability to communicate complex technical concepts clearly to non‑technical stakeholders.
• Strong analytical and problem‑solving skills, with a track record of diagnosing and resolving intricate technical issues.
• Polite, supportive demeanor that consistently delights customers and ensures a positive experience.
• Capacity to manage multiple high‑priority tickets simultaneously while maintaining meticulous documentation.
• Experience working with relational databases, SQL, and standard web architectures.
• Comfortable working independently and collaboratively within a fast‑paced, team‑oriented environment.
• Commitment to delivering exceptional customer service and maintaining high satisfaction metrics.
• Willingness to learn new technologies, adapt to product updates, and embrace continuous improvement.
• Availability for flexible hours, including weekends and holidays, as business needs dictate.

Preferred Technical Skills

• Experience with J2EE web application servers (Tomcat, WebSphere, WebLogic, JBoss).
• Basic networking knowledge: TCP/IP, routing, DNS, TOR, and UDP/TCP communications.
• Familiarity with industry‑specific security technologies: 2FA/MFA (KBA, OTP, Biometrics), Single Sign‑On, 3D Secure, EMVCo payment framework.
• Understanding of LAMP/MEAN stack applications, including HTML, JavaScript, PHP, and API/SOAP methodologies.
• Knowledge of SSL/TLS encryption and secure communication protocols.
• Programming proficiency in Java or similar object‑oriented languages.

Desired Behaviors & Competencies

• Adaptability: Embraces change, seeks improved processes, and remains flexible in dynamic environments.
• Proactive Ownership: Takes initiative, drives results, and follows through on commitments.
• Effective Workload Management: Prioritizes tasks, monitors outcomes, and implements corrective actions when needed.
• Technical Proficiency: Demonstrates deep understanding of role responsibilities and technical skill sets.
• Continuous Learning: Actively seeks feedback, identifies growth areas, and pursues professional development.
• Communication Excellence: Articulates ideas clearly, listens actively, and values diverse perspectives.
• Collaboration & Team Spirit: Shares knowledge, fosters teamwork, and contributes to a positive workplace culture.
• Ethical Conduct: Acts with integrity, accountability, and aligns actions with brighthush values.
• Brand Ambassadorship: Represents brighthush positively, promoting our mission and culture externally.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the fintech landscape. You’ll have access to:

• Mentorship from senior engineers and product leaders.
• Regular training on emerging fraud prevention technologies and industry best practices.
• Opportunities to contribute to product roadmap discussions and feature enhancements.
• Clear promotion paths to Lead Support Engineer, Technical Program Manager, or Product Specialist roles.
• Cross‑departmental projects that broaden your skill set and expand your professional network.

Work Environment & Company Culture

Our culture is built on the pillars of innovation, transparency, and mutual respect. You’ll experience:

• A collaborative, inclusive workplace where every voice matters.
• Flexible work arrangements, including remote options and flexible hours.
• Regular hackathons, knowledge‑sharing sessions, and community outreach initiatives.
• A focus on work‑life balance, with generous vacation policies and wellness programs.
• Recognition programs that celebrate achievements and milestones.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market standards for senior technical support roles.
• Performance‑based bonuses and equity participation.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Unlimited paid time off and flexible holiday scheduling.
• Professional development stipend and conference allowances.
• Wellness initiatives: gym memberships, mental health resources, and wellness days.
• Team‑building retreats and social events.

Equal Opportunity Statement

brighthush is committed to the principle of equal employment opportunity for all employees and to providing a work environment free of discrimination and harassment. All employment decisions at brighthush are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, national origin, sex, age, disability, sexual orientation, gender identity, marital status, or any other protected characteristic. brighthush encourages applicants of all ages to apply.

Ready to Make an Impact?

If you’re a seasoned technical support professional who thrives on solving complex problems, collaborating across teams, and delivering exceptional customer experiences, we want to hear from you. Join brighthush and help us protect businesses and consumers worldwide with the most advanced fraud prevention technology available.

Apply today and become a pivotal part of a company that’s redefining security in the digital age.