Senior Customer Support Technician – Bilingual German & English – Remote Poland (Warsaw/Krakow) – SaaS & Tech Tier 1 Expertise

About brighthush

brighthush is a forward‑thinking technology company at the intersection of artificial intelligence, cloud computing, and enterprise risk management. Our flagship platform empowers businesses worldwide to turn complex risk data into actionable insights, driving smarter decisions and sustainable growth. With a global footprint and a culture that thrives on curiosity, collaboration, and continuous learning, brighthush is redefining how organizations protect and propel their future.

As we expand our footprint in Europe, we’re looking for passionate, bilingual Customer Support Technicians who can help our clients navigate the intricacies of our SaaS solutions. If you’re a problem‑solver who loves technology, thrives in a fast‑paced environment, and is fluent in both German and English, we want you on our team.

Why Join brighthush?

• Impactful Work: Every ticket you resolve directly influences the success of our clients and the evolution of our platform.
• Career Growth: We invest heavily in professional development—internal training, mentorship, and clear promotion pathways.
• Inclusive Culture: Diversity, equity, and inclusion are woven into our DNA. We celebrate different perspectives and encourage open dialogue.
• Competitive Compensation: A robust salary package, performance bonuses, and comprehensive benefits.
• Work‑Life Balance: Flexible remote work options, generous paid time off, and wellness programs.

Key Responsibilities

As a Customer Support Technician at brighthush, you will be the first line of defense for our clients. Your role will involve:

• Responding to and resolving Tier 1 support tickets via Zendesk, email, and live chat.
• Diagnosing technical issues, troubleshooting configuration problems, and providing clear, step‑by‑step solutions.
• Escalating complex cases to Tier 2 or Tier 3 engineers while maintaining transparent communication with customers.
• Documenting solutions, updating knowledge base articles, and ensuring knowledge continuity.
• Collaborating with product, engineering, and sales teams to relay customer feedback and identify improvement opportunities.
• Maintaining high customer satisfaction scores and adhering to SLA targets.
• Participating in on‑call rotations and 9 AM–6 PM BST shift coverage as required.

Essential Qualifications

• Fluency in German (C1/Advanced‑High) and English (C1/Advanced‑High).
• Minimum of 3 years of experience in SaaS or technology Tier 1 customer support.
• Strong technical aptitude with a solid understanding of cloud services, APIs, and SaaS architecture.
• Proficiency with Zendesk or similar ticketing systems.
• Excellent written and verbal communication skills in both languages.
• Ability to work independently and as part of a distributed team.
• Physical residence in Poland (Warsaw or Krakow) or the ability to work remotely from Poland.
• Bachelor’s degree or equivalent in Computer Science, Information Technology, Business, or a related field.

Preferred Qualifications

• Experience with AI‑driven platforms or risk‑management solutions.
• Knowledge of SQL, scripting (Python, Bash), or API integration.
• Previous exposure to remote work environments and distributed teams.
• Certifications such as Zendesk Support Administrator or ITIL Foundation.
• Strong analytical mindset and a passion for continuous improvement.

Skills & Competencies

• Technical Troubleshooting: Ability to dissect complex issues and provide actionable solutions.
• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help clients succeed.
• Communication: Clear, concise, and professional communication in both German and English.
• Collaboration: Working seamlessly with cross‑functional teams to resolve issues.
• Time Management: Prioritizing tickets, meeting SLAs, and balancing multiple tasks.
• Adaptability: Thriving in a dynamic, fast‑moving environment with evolving technologies.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Support Technician, you’ll have access to:

• Structured onboarding and continuous learning modules covering product features, industry trends, and soft skills.
• Mentorship programs pairing you with senior engineers and product managers.
• Clear promotion tracks: from Technician to Senior Technician, then to Support Lead or Product Specialist roles.
• Cross‑departmental projects that expose you to engineering, sales, and marketing.
• Annual hackathons and innovation challenges that encourage creative problem‑solving.

Work Environment & Culture

brighthush fosters a culture of transparency, respect, and empowerment. Our remote-first approach means:

• Flexible work hours within the 9 AM–6 PM BST shift window.
• Regular virtual team‑building events, language exchange sessions, and cultural celebrations.
• Access to a digital collaboration hub (Slack, Teams, Confluence) for real‑time communication.
• Open‑door policy: your voice matters, and leadership is always listening.
• Commitment to mental health: virtual wellness workshops, meditation sessions, and an employee assistance program.

Compensation & Benefits

• Salary: PLN 110,000 – 125,000 per year, commensurate with experience.
• Performance Bonuses: Quarterly incentives tied to customer satisfaction and team metrics.
• Paid Time Off: Generous vacation policy, public holidays, and sick leave.
• Health & Wellness: Comprehensive health insurance, dental coverage, and a wellness stipend.
• Professional Development: Reimbursement for certifications, conferences, and online courses.
• Technology Allowance: Home office setup stipend and equipment upgrades.
• Employee Recognition: Monthly awards, peer‑to‑peer shout‑outs, and annual company retreats.

How to Apply

If you’re ready to bring your technical expertise, bilingual fluency, and customer‑first mindset to a company that values innovation and growth, we’d love to hear from you. Click the link below to submit your application and join the brighthush family.

Apply to this role now

Final Thought

At brighthush, every support ticket is an opportunity to build trust, solve real problems, and shape the future of enterprise risk management. If you’re passionate about technology, fluent in German and English, and eager to grow in a dynamic, inclusive environment, we invite you to apply today. Let’s transform risk into opportunity together.