Senior Customer Support Engineer – Remote, Higher Education SaaS Platform – Technical Troubleshooting & Client Success at brighthush

About brighthush

brighthush is a trailblazer in the higher education technology arena, redefining how universities and colleges manage their academic operations. With a cutting‑edge Intelligent Academic Operations Platform, we empower more than 400 institutions to streamline scheduling, curriculum management, assessment, and workflow automation. Our mission is simple: remove administrative friction so educators can focus on what matters most—delivering world‑class education and ensuring student success.

Why Join brighthush?

At brighthush, you’ll be part of a forward‑thinking team that thrives on innovation, collaboration, and a relentless commitment to customer excellence. We champion a culture of continuous learning, empower our people to take ownership, and celebrate diversity in every form. Whether you’re a seasoned support professional or a rising star, you’ll find a place where your expertise is valued, your ideas are heard, and your career can flourish.

Key Responsibilities

• End‑to‑End Ticket Management: Own the full lifecycle of support tickets—from intake to resolution—ensuring timely, high‑quality service that meets or exceeds SLA targets.
• Deep Technical Troubleshooting: Diagnose and resolve complex configuration, data, and integration issues for higher education clients, using your analytical mindset to uncover root causes.
• Proactive Customer Communication: Keep clients informed at every stage, providing clear status updates, realistic timelines, and transparent explanations of solutions.
• Issue Reproduction & Root‑Cause Analysis: Recreate reported problems in a controlled environment to isolate underlying causes before escalating.
• Escalation Management: Identify when a case requires deeper technical expertise and route it promptly to the appropriate product or engineering team.
• Documentation & Knowledge Sharing: Record detailed troubleshooting steps, resolutions, and best practices in our internal knowledge base for future reference.
• AI‑Assisted Workflow Optimization: Leverage AI‑powered tools and automation to streamline ticket handling, improve response times, and enhance overall efficiency.
• Continuous Improvement: Incorporate quality assurance feedback to refine support processes, elevate service standards, and drive customer satisfaction.

Essential Qualifications

• 3–4 years of experience in SaaS technical support or a comparable customer‑facing technical role.
• Proficiency managing caseloads within ticketing or CRM systems such as Salesforce Service Cloud or Zendesk, while adhering to SLA requirements.
• Strong ability to interpret browser console errors, network logs, and basic API responses.
• Exceptional root‑cause analysis skills, with a methodical approach to problem solving.
• Excellent written communication, capable of translating technical concepts for both technical and non‑technical audiences.
• Sound judgment in case ownership and escalation decisions.
• Professional, calm demeanor when handling high‑stakes or frustrated customers.
• Collaborative mindset and a genuine customer‑oriented attitude.

Preferred Qualifications

• Experience supporting higher education technology platforms or learning management systems.
• Familiarity with API integration, data migration, and workflow automation tools.
• Knowledge of academic scheduling, curriculum management, or assessment workflows.
• Experience with AI‑driven support tools or chatbot integration.
• Certifications in cloud platforms (e.g., AWS, Azure) or related technical domains.

Skills & Competencies

• Technical acumen: strong grasp of web technologies, APIs, and data structures.
• Analytical thinking: ability to dissect complex problems and devise elegant solutions.
• Customer empathy: understanding client pain points and delivering solutions that exceed expectations.
• Time management: juggling multiple tickets while maintaining quality and compliance.
• Team collaboration: working seamlessly with product, engineering, and sales teams.
• Adaptability: thriving in a fast‑paced, evolving SaaS environment.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent. As a Customer Support Engineer, you’ll have access to:

• Structured mentorship programs with senior engineers and product leaders.
• Regular technical workshops, certifications, and training on emerging technologies.
• Clear career pathways: from Support Engineer to Technical Account Manager, Product Specialist, or Engineering roles.
• Cross‑functional projects that broaden your skill set and expose you to new domains.
• Annual performance reviews with transparent growth plans and goal setting.

Work Environment & Culture

Our fully remote model gives you the flexibility to work from anywhere while staying connected to a vibrant, collaborative community. We foster:

• Transparent communication: regular all‑hands meetings, town halls, and open‑door channels.
• Inclusive culture: celebrating diverse perspectives, backgrounds, and ideas.
• Well‑being focus: mental health resources, flexible hours, and a generous paid time off policy.
• Innovation mindset: encouraging experimentation, learning from failures, and celebrating successes.

Compensation & Benefits

We offer a competitive total rewards package designed to attract and retain top talent:

• Base Salary: $75,000 – $80,000, commensurate with experience and qualifications.
• Variable Compensation: Performance‑based bonus targeting total earnings of $83,000 – $88,000 upon achieving objectives.
• Health & Wellness: Comprehensive medical, dental, and vision plans, along with a wellness stipend.
• Retirement: 401(k) plan with company match.
• Paid Time Off: Generous vacation, sick leave, and personal days.
• Professional Development: Annual budget for conferences, courses, and certifications.
• Remote Work Allowance: Home office stipend and equipment support.

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, or national origin.

Ready to Make an Impact?

If you’re passionate about delivering exceptional customer experiences, thrive in a fast‑paced SaaS environment, and want to help higher education institutions unlock their full potential, we want to hear from you. Join brighthush and become part of a team that’s reshaping the future of academic operations.