Senior Customer Support Engineer (UK & Europe) – AI‑Driven eDiscovery Platform – Champion Customer Success, Product Innovation, and Technical Excellence at brighthush

About brighthush

brighthush is redefining the legal technology landscape by turning vast, complex data sets into clear, actionable insights through cutting‑edge artificial intelligence. Founded in 2023 by a seasoned team of SaaS and data‑science veterans, we have already partnered with some of the world’s largest enterprises, slashing document review times from months to days. Our platform is engineered for in‑house counsel, corporate legal departments, and privacy officers who must navigate enormous volumes of documents while upholding the highest standards of security and compliance.

What sets brighthush apart is our laser focus on the entire eDiscovery lifecycle—from ingestion and indexing to redaction, production, and audit. We blend intuitive user interfaces with robust security protocols, ensuring that every user can trust the platform to handle sensitive legal data with the utmost care. As a seed‑stage startup, we are growing at a pace that doubles our business every quarter, fueled by a culture of ownership, speed, and relentless curiosity. If you thrive in a fast‑moving, high‑impact environment and want to shape the future of legal technology, brighthush is the place for you.

Why This Role Matters

As the Senior Customer Support Engineer for the UK and Europe, you will be the frontline advocate for our customers, ensuring they extract maximum value from our platform. This is a high‑ownership, high‑impact position that sits at the intersection of customer success, product development, and engineering. Your work will directly influence product roadmaps, drive customer satisfaction, and accelerate our growth trajectory.

Key Responsibilities

• First‑Line Support Excellence – Resolve customer tickets, inquiries, and technical issues with speed and precision, becoming the trusted point of contact for our user base.
• Build Scalable Support Systems – Design, implement, and maintain AI‑enabled ticketing workflows, knowledge bases, and self‑service tools that scale with our growing customer base.
• Customer‑Centric Feedback Loop – Capture, analyze, and prioritize customer feedback, translating insights into actionable product enhancements in collaboration with the product team.
• Educational Content Creation – Develop tutorials, FAQs, webinars, and documentation that empower users to master our platform and reduce support volume.
• Bug Identification & QA Collaboration – Work closely with engineering to reproduce, document, and triage bugs, ensuring rapid resolution and continuous quality improvement.
• Cross‑Functional Collaboration – Partner with Sales, Marketing, and Product to align on customer success strategies, feature launches, and go‑to‑market plans.
• Process Improvement & Automation – Identify bottlenecks in support workflows and implement automation or tooling to streamline operations and enhance customer experience.
• Mentorship & Team Growth – Share knowledge with junior support staff, fostering a culture of continuous learning and high performance.

Essential Qualifications

• Technical Proficiency – Comfortable troubleshooting SaaS applications, understanding API integrations, and navigating cloud infrastructure (AWS, Azure, or GCP).
• Customer‑First Mindset – Demonstrated ability to empathize with users, communicate complex concepts clearly, and maintain composure under pressure.
• Strong Written & Verbal Communication – Craft concise, engaging support tickets, emails, and documentation; speak confidently in virtual meetings and webinars.
• Multitasking & Prioritization – Manage a high volume of tickets while balancing feature requests, bug triage, and knowledge‑base updates.
• Ownership & Accountability – Take full responsibility for customer outcomes, follow through on action items, and own the end‑to‑end resolution process.
• Coding & Automation Skills – Experience with scripting languages (Python, JavaScript, or Bash) and a willingness to grow your coding expertise to build support tooling.
• Bias for Action – Deliver solutions quickly, iterate based on feedback, and champion a culture of rapid experimentation.
• Legal & Privacy Awareness (Optional) – Familiarity with data protection regulations (GDPR, CCPA) and legal industry terminology is a plus.

Preferred Qualifications

• Experience in a SaaS or legal‑tech environment, especially in eDiscovery or document management.
• Background in customer success, technical support, or product management.
• Knowledge of AI/ML concepts and how they can be leveraged to automate support tasks.
• Previous involvement in building or scaling support knowledge bases or community forums.
• Fluency in multiple European languages (e.g., French, German, Spanish) to support a diverse customer base.

Skills & Competencies for Success

• Technical Troubleshooting – Ability to diagnose and resolve complex issues across the stack, from front‑end UI glitches to back‑end API failures.
• Analytical Thinking – Translate raw data into actionable insights, identify patterns in support tickets, and recommend process improvements.
• Communication Excellence – Articulate technical details to non‑technical stakeholders, write clear documentation, and present findings to executive teams.
• Project Management – Lead cross‑functional initiatives, set realistic timelines, and deliver results under tight deadlines.
• Adaptability – Thrive in a fast‑changing environment, pivot quickly when priorities shift, and embrace new technologies.
• Team Collaboration – Work seamlessly with engineering, product, sales, and marketing to align on customer success goals.
• Continuous Learning – Stay current with industry trends, emerging AI capabilities, and best practices in support engineering.

Career Growth & Learning Opportunities

At brighthush, your career path is not limited to support. As we scale, you will have clear pathways to senior support roles, product management, or engineering leadership. We invest heavily in professional development, offering:

• Access to industry conferences, webinars, and workshops.
• Internal knowledge‑sharing sessions and mentorship programs.
• Paid certifications in cloud platforms, AI/ML, and customer success frameworks.
• Opportunities to lead cross‑functional projects that influence product strategy.

Work Environment & Company Culture

Our culture is built on four core pillars that guide every decision and interaction:

• Kind & Collaborative – We support one another, celebrate wins, and learn from setbacks together.
• Inquisitive & Innovative – We ask bold questions, experiment relentlessly, and iterate quickly.
• Inclusive & Respectful – Every voice matters; we foster an environment where all team members feel heard and valued.
• High‑Standard & Ethical – We hold ourselves to rigorous quality and integrity standards, especially when handling sensitive legal data.

Our remote‑first model means you can work from anywhere in the UK or Europe, with flexible hours that support work‑life balance. We provide a stipend for home‑office equipment and a generous paid time off policy to recharge and stay productive.

Compensation, Perks & Benefits

• Competitive Salary – £35,000–£45,000 per annum, commensurate with experience.
• Equity – Opportunity to receive equity in brighthush, aligning your success with the company’s growth.
• Health & Well‑Being – Full medical, dental, and vision coverage; mental‑health resources; wellness stipend.
• Paid Time Off – 25 days of vacation, plus public holidays, and flexible sick leave.
• Remote Work – Work from anywhere in the UK or Europe; home‑office stipend to set up a productive workspace.
• Professional Development – Budget for conferences, certifications, and courses; internal mentorship programs.
• Team Events – Quarterly virtual socials, hackathons, and community outreach initiatives.

How to Apply

Ready to join a team that’s reshaping legal technology and making a tangible impact on the way organizations handle data? Submit your resume, cover letter, and any relevant portfolio or code samples through our careers portal. We look forward to learning how your skills and passion align with brighthush’s mission.

Join brighthush Today

Be part of a company that values ownership, speed, and continuous learning. If you’re excited to solve complex customer challenges, build scalable support solutions, and grow alongside a high‑growth startup, we want to hear from you. Apply now and help us empower legal teams worldwide with the most advanced eDiscovery platform on the market.