Senior Customer Support Specialist – Liquid Chromatography Software Integration & Empower CDS Expertise at brighthush
About brighthush and the Chromatography Landscape
brighthush is a global leader in analytical instrumentation, delivering cutting‑edge solutions that empower scientists to uncover insights with speed, accuracy, and confidence. Our portfolio spans chromatography, mass spectrometry, and data analytics, and we are renowned for our commitment to quality, compliance, and customer success. In an era where data integrity and regulatory rigor are paramount, brighthush’s chromatography systems are trusted by pharmaceutical, biotechnology, and academic laboratories worldwide.
At the heart of our mission is the seamless integration of hardware and software. The Empower™ Chromatography Data System (CDS) is the industry’s flagship platform for data acquisition, processing, and reporting. By bridging the gap between our state‑of‑the‑art chromatography instruments and Empower, we enable customers to achieve regulatory compliance, streamline workflows, and unlock the full potential of their analytical capabilities.
Position Overview
The Senior Customer Support Specialist – Liquid Chromatography Software Integration plays a pivotal role in ensuring that brighthush’s chromatography systems operate flawlessly on the Empower CDS. Acting as the technical and functional liaison between brighthush and Empower, this specialist guarantees reliable, compliant, and scalable integration of our instruments within customer environments. The role is embedded in the High‑Performance Chromatography Solutions (HPCS) Business Unit of the Command & Data Management (CMD) Division, working closely with Analytical Development (AD) and Quality Control (QC) customers who rely on Empower as their primary CDS.
With a hybrid work model that balances remote collaboration and on‑site customer engagement, the specialist must possess deep technical expertise, cross‑functional influence, and the ability to manage complex integrations across matrixed organizations.
Key Responsibilities
- Subject‑Matter Authority: Serve as the primary expert on Seamless Instrument Integration (SII) between brighthush chromatography systems and the Empower CDS.
- Customer Enablement: Guide customers through the entire integration lifecycle—pre‑sale positioning, post‑sale execution, and ongoing support—ensuring performance, reliability, and regulatory compliance.
- Technical Interface: Act as the liaison between brighthush and external partners (e.g., Waters) on SII‑related topics, including compatibility, issue resolution, and lifecycle management.
- Pre‑Sale Collaboration: Partner with Technical Sales Support (TSS), Integrated Engineering Services (IES), Center of Excellence (COE), and Software teams to articulate SII capabilities and set realistic expectations.
- Escalation Management: Lead proactive resolution of SII/Empower integration escalations, protecting customer confidence and minimizing downtime.
- Compliance Guidance: Provide expert advice on data integrity, validation, and regulatory requirements (e.g., 21 CFR Part 11) for instruments controlled via Empower.
- Knowledge Sharing: Capture lessons learned, recurring issues, and best practices to continuously improve SII reliability and customer experience.
- Standardization & Documentation: Develop and maintain standardized workflows, troubleshooting guides, and documentation aligned with brighthush’s Process Performance Improvement (PPI) Business System.
- Training & Enablement: Deliver targeted internal and customer‑facing training on SII‑Empower operation, best practices, and troubleshooting.
- Travel & Customer Presence: Travel up to 60% of the time, including overnight and international trips, to support on‑site customer engagements and field service.
Essential Qualifications
- Education: Bachelor’s degree in Chemistry, Engineering, Informatics, or a related scientific/technical discipline (or equivalent experience).
- Experience: Minimum of 7 years supporting chromatography systems and/or CDS integrations, with demonstrable expertise in Empower.
- Regulatory Exposure: Proven track record of working directly with customers in regulated Pharma/BioPharma environments (AD and/or QC).
- Technical Proficiency: Deep understanding of chromatography instrumentation, data acquisition, and software integration.
- Collaboration: Ability to collaborate effectively across internal functions and external partners in a matrixed organization.
- Travel: Willingness and ability to travel to customer locations up to 60% of the time, including overnight and international travel.
Preferred Qualifications & Personality Traits
- Experience enabling third‑party CDS control of analytical instrumentation.
- Strong problem‑solving skills with a structured, systems‑level approach.
- Clear, confident communication—capable of translating complex technical topics into actionable guidance.
- Proactive, self‑directed, and comfortable operating independently with minimal supervision.
- Strong sense of ownership and accountability for customer outcomes.
- Mentorship experience—ability to coach peers and contribute to team capability building.
- Knowledge of regulatory frameworks such as 21 CFR Part 11, ISO 17025, and GxP.
Core Skills & Competencies
- Technical Expertise: In‑depth knowledge of chromatography instrumentation, software architecture, and data management.
- Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
- Analytical Thinking: Ability to diagnose complex integration issues and develop effective solutions.
- Project Management: Skilled at coordinating cross‑functional initiatives and meeting deadlines.
- Communication: Excellent written and verbal communication skills, with the ability to influence stakeholders at all levels.
- Adaptability: Comfortable navigating ambiguity and evolving requirements in a fast‑paced environment.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is supported by a culture of continuous learning and professional development. As a Senior Customer Support Specialist, you will:
- Participate in advanced technical training programs focused on chromatography, data science, and regulatory compliance.
- Engage with cross‑functional teams to shape product roadmaps and influence future innovations.
- Take on mentorship roles, guiding junior specialists and contributing to knowledge management initiatives.
- Explore opportunities to transition into product management, technical sales, or engineering leadership roles.
- Benefit from a structured career ladder that rewards expertise, impact, and leadership.
Work Environment & Company Culture
brighthush fosters an inclusive, collaborative, and forward‑thinking culture. Our hybrid work model blends the flexibility of remote work with the camaraderie of in‑office collaboration. We celebrate diversity, encourage open dialogue, and empower employees to take ownership of their projects. Our values—innovation, integrity, customer focus, and teamwork—guide every decision and interaction.
Compensation, Perks, and Benefits
While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:
- Competitive base salary aligned with industry standards.
- Performance‑based bonuses and incentive plans.
- Comprehensive health, dental, and vision insurance.
- Retirement savings plan with company match.
- Generous paid time off, including vacation, sick leave, and holidays.
- Professional development budget and tuition reimbursement.
- Employee wellness programs, including fitness stipends and mental health resources.
- Flexible work arrangements and remote‑work options.
- Access to cutting‑edge laboratory equipment and software tools.
Why Join brighthush?
By joining brighthush, you become part of a mission‑driven organization that transforms scientific discovery. You’ll work alongside passionate experts, tackle challenging integration problems, and directly impact the success of customers in regulated industries. Your contributions will shape the future of chromatography technology and elevate the standards of analytical science worldwide.
Ready to Make an Impact?
If you are a seasoned chromatography professional with a passion for customer success, regulatory excellence, and technical innovation, we invite you to apply. Bring your expertise, curiosity, and drive to brighthush, and help us empower scientists to achieve breakthrough results.