Senior Customer Support Engineer – UK & Europe – Driving AI‑Enabled eDiscovery Excellence at brighthush

About brighthush

brighthush is redefining the way legal and privacy teams manage, analyze, and secure data. As a seed‑stage startup with a laser focus on eDiscovery, we empower in‑house counsel, corporate legal departments, and privacy officers to transform mountains of documents into actionable insights in a fraction of the time. Our platform blends advanced AI, intuitive user interfaces, and robust security to deliver document production, redaction, and compliance workflows that save teams thousands of hours each year.

Founded in 2023 by seasoned SaaS and data experts, brighthush has already partnered with some of the world’s largest enterprises. We are more than doubling our business every quarter, and our rapid growth is 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.

What You’ll Gain

• Impactful Work – Your contributions will shape product features, improve customer satisfaction, and directly influence revenue growth.
• Career Growth – With brighthush’s rapid expansion, you’ll have clear pathways to senior support roles, product management, or engineering leadership.
• Learning & Development – Access to industry conferences, online courses, and internal knowledge‑sharing sessions to deepen your technical and product expertise.
• Autonomy & Flexibility – Work remotely from anywhere in the UK or Europe, with flexible hours that support work‑life balance.
• Inclusive Culture – Join a team that values diversity, encourages curiosity, and prioritizes ethical, high‑quality solutions.
• Competitive Compensation – Base salary of £35,000–£45,000, commensurate with experience, plus performance‑based bonuses and equity in a high‑growth startup.
• Benefits – Comprehensive health coverage, mental‑health support, generous paid time off, and a stipend for home‑office equipment.

Our Culture at brighthush

At brighthush, we believe that technology is best built by people who bring diverse perspectives, backgrounds, and experiences. Our team is:

• 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.

Compensation & Perks

• Salary Range – £35,000–£45,000 per annum, based on experience and fit.
• 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.