Senior Customer Support Specialist – Expert in Liquid Chromatography Integration & Empower CDS Compliance – Championing Innovation, Customer Success, and Regulatory Excellence at brighthush

About brighthush

brighthush is a global powerhouse in analytical science, delivering cutting‑edge chromatography, mass spectrometry, and data‑management solutions that empower researchers, clinicians, and manufacturers worldwide. Our portfolio spans liquid chromatography, gas chromatography, and advanced spectrometry, providing precise, compliant, and reproducible data that fuels breakthroughs in pharmaceuticals, biotechnology, environmental monitoring, and food & beverage safety. At brighthush, curiosity, collaboration, and continuous improvement are the cornerstones of our culture. We thrive on solving complex scientific challenges for customers across the globe and are committed to advancing the frontiers of analytical science.

Why brighthush?

When you join brighthush, you become part of a team that is reshaping the way laboratories operate. Here’s what makes us stand out:

• Industry‑leading technology: Work with the most trusted chromatography platforms and the Empower Chromatography Data System (CDS), the gold standard for data integrity and regulatory compliance.
• Cross‑functional influence: Collaborate with Commercial, Technical Sales Support, Service, Center of Excellence, and Software teams to shape product strategy and drive innovation.
• Regulatory impact: Help regulated laboratories meet 21 CFR Part 11, ISO, and other compliance standards, ensuring that science is both groundbreaking and compliant.
• Flexible hybrid work: Balance remote work with on‑site customer engagements, giving you the freedom to manage your schedule while staying connected.
• Ownership culture: Take ownership of customer outcomes, mentor peers, and influence the direction of our products and services.
• Global reach: Contribute to a worldwide team that is passionate about scientific innovation, sustainability, and community engagement.

Position Overview

We are seeking a seasoned, technically adept Senior Customer Support Specialist who will become the go‑to expert for seamless integration between brighthush chromatography instruments and the Empower CDS. In this hybrid role, you will bridge engineering, sales, and customers, ensuring that our instruments operate flawlessly in regulated environments and that clients achieve maximum return on their investment. You will work closely with the High‑Performance Chromatography (HPCS) Business Unit within the CMD Division, collaborating with cross‑functional teams to shape product strategy and elevate customer success.

Key Responsibilities

• Technical Integration Lead: Serve as the subject‑matter expert for Seamless Instrument Integration (SII) between brighthush chromatography systems and Empower CDS, ensuring flawless data flow, instrument control, and regulatory compliance.
• Customer Champion: Partner with Analytical Development (AD) and Quality Control (QC) teams in regulated pharma/biopharma environments to troubleshoot, optimize, and validate instrument‑software integrations.
• Pre‑Sale & Post‑Sale Support: Work closely with Technical Sales Support (TSS) to set realistic expectations, address technical questions, and deliver proof‑of‑concept demonstrations. Follow through with post‑sale execution, training, and ongoing support.
• Cross‑Functional Collaboration: Coordinate with IES/Service, Center of Excellence (COE), and Software teams to align on integration roadmaps, release schedules, and quality assurance.
• Escalation Management: Own the escalation process for complex SII/Empower issues, driving rapid resolution and maintaining customer confidence.
• Compliance & Validation: Advise on data integrity, validation protocols, and regulatory requirements (e.g., 21 CFR Part 11) for instruments controlled via Empower.
• Knowledge Sharing: Document lessons learned, create best‑practice guides, and deliver targeted training sessions to internal teams and customers.
• Standardization & Documentation: Contribute to the development of standardized workflows, troubleshooting playbooks, and documentation aligned with brighthush’s Process Performance Improvement (PPI) Business System.
• Travel & On‑Site Support: Travel up to 60 % of the time, including overnight and international trips, to provide on‑site assistance, training, and system validation.

Essential Qualifications

• Bachelor’s degree in Chemistry, Engineering, Informatics, or a related scientific/technical discipline.
• Minimum of 7 years of experience supporting chromatography systems and/or CDS integrations, with deep expertise in Empower.
• Proven track record of enabling third‑party CDS control of analytical instrumentation.
• Hands‑on experience working directly with regulated pharma/biopharma customers in AD and/or QC settings.
• Strong ability to collaborate across matrixed organizations and influence cross‑functional teams.
• Willingness and ability to travel up to 60 % of the time, including overnight and international assignments.

Preferred Qualifications

• Advanced degree (M.S. or Ph.D.) in a relevant field.
• Experience with other chromatography data systems or instrument integration platforms.
• Knowledge of regulatory frameworks beyond 21 CFR Part 11, such as ISO 17025, GLP, and GMP.
• Prior experience in a customer‑facing technical support or consulting role.
• Familiarity with brighthush’s product ecosystem, including LC, GC, and mass spectrometry instruments.

Skills & Competencies

• Technical Proficiency: In‑depth understanding of chromatography instrumentation, data acquisition, and software integration.
• Problem‑Solving: Structured, systems‑level approach to diagnosing and resolving complex integration issues.
• Communication: Clear, concise, and confident communicator capable of translating technical concepts to diverse audiences.
• Customer Focus: Ability to build credibility, trust, and long‑term relationships with customers and internal stakeholders.
• Ownership & Accountability: Strong sense of ownership for customer outcomes and a proactive mindset.
• Mentorship: Willingness to coach peers, share knowledge, and contribute to team capability building.
• Adaptability: Comfortable operating independently with minimal supervision in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is defined by your ambition and the impact you deliver. As a Senior Customer Support Specialist, you will:

• Progress into senior specialist or lead roles, overseeing larger customer portfolios and complex integration projects.
• Transition into product management, engineering, or technical consulting, leveraging your deep product knowledge.
• Participate in cross‑functional initiatives that shape the future of chromatography and data science.
• Access continuous learning resources, including internal training, certifications, and industry conferences.
• Benefit from a mentorship program that pairs you with senior leaders across the organization.
• Earn recognition through performance awards, innovation challenges, and leadership development programs.

Work Environment & Company Culture

brighthush fosters an inclusive, collaborative, and innovative workplace. We value:

• Open dialogue and transparent decision‑making.
• Work‑life balance, supported by flexible hybrid schedules.
• Recognition of individual contributions and collective achievements.
• Commitment to sustainability, diversity, and community engagement.
• Continuous improvement through data‑driven feedback loops.
• Opportunities to contribute to open‑source projects and scientific publications.

Compensation & Benefits

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

• Base salary commensurate with market rates and experience.
• Performance‑based bonuses and incentive plans.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off, holidays, and flexible work arrangements.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including gym memberships and mental health resources.
• Technology stipend for remote work and home‑office setup.
• Employee stock purchase plan and equity options for eligible roles.

How to Apply

Ready to take the next step in your career and help scientists worldwide achieve breakthrough results? Submit your application through the brighthush careers portal or click the link below to apply directly.

Apply to brighthush Today

Closing

As a Senior Customer Support Specialist at brighthush, you will be at the forefront of scientific innovation, ensuring that our chromatography systems deliver reliable, compliant, and high‑quality data for some of the world’s most critical research and manufacturing endeavors. If you are a self‑motivated, technically proficient professional who thrives on solving complex problems and building lasting customer relationships, we invite you to join our team and help shape the future of analytical science.