Senior Manager – Customer Support Engineering & Enterprise Success Lead – Driving Technical Excellence, Strategic Innovation, and Data Infrastructure Leadership at brighthush

About brighthush

brighthush is more than a technology company; it is a global movement that is redefining how organizations harness, interpret, and act on data. From its inception, the founders envisioned a world where data flows as freely and reliably as electricity, transforming fragmented, siloed information into a single, unified resource that fuels decision‑making, sparks innovation, and drives sustainable growth across every industry. Today, brighthush stands at the forefront of the data infrastructure revolution, delivering a single, end‑to‑end platform that orchestrates data across clouds, engines, and tools with unmatched performance, security, and scalability.

Our mission is simple yet ambitious: empower every organization to unlock the full value of their data. Whether a startup is building its first analytics pipeline or a Fortune 500 is scaling AI initiatives, brighthush provides the foundation that makes data accessible, trustworthy, and actionable.

Why Join brighthush?

• Impactful Leadership: As a senior manager, you will shape the experience of thousands of enterprise customers, directly influencing retention, satisfaction, and product adoption.
• Innovation at Scale: Work alongside world‑class engineers, product managers, and data scientists who are passionate about building the next generation of data solutions.
• Career Growth: We invest heavily in professional development—mentorship, training, hackathons, and cross‑functional projects that accelerate your trajectory.
• Diversity & Inclusion: brighthush champions equity, belonging, and authentic collaboration. Every voice is heard and valued.
• Competitive Rewards: A comprehensive package that includes base salary, equity, health coverage, generous PTO, and more.
• Global Impact: Your work will help organizations worldwide make data‑driven decisions that shape industries, communities, and the future of work.

Role Overview

As the Senior Manager, Customer Support Engineering, you will lead a high‑performing team of Customer Solutions Engineers across the APJ region. You will be the first line of defense for our enterprise customers, ensuring they receive rapid, accurate, and insightful technical support. Your strategic vision will shape support processes, elevate customer experience, and drive product adoption. You will collaborate closely with cross‑functional partners—product, engineering, sales, and marketing—to translate customer feedback into actionable product enhancements.

Day in the Life

• Kick off the day with a quick stand‑up to align on priorities, escalations, and sprint goals.
• Review the support dashboard, identify trends, and flag any emerging issues that require cross‑team collaboration.
• Participate in a “bug‑hunt” session with engineering to troubleshoot a complex data pipeline failure for a key client.
• Mentor a junior engineer on advanced SQL debugging techniques.
• Attend a product roadmap meeting to advocate for a new feature that will reduce support tickets by 30%.
• Wrap up with a retrospective to capture lessons learned and plan continuous improvement initiatives.

Key Responsibilities

• Team Leadership & Development: Recruit, mentor, and retain top talent. Foster a culture of continuous learning, accountability, and high performance.
• Operational Excellence: Design, implement, and refine support workflows, SLAs, and escalation procedures to ensure consistent, world‑class service.
• Customer Advocacy: Act as the voice of the customer within brighthush, championing their needs in product roadmaps and engineering initiatives.
• Performance Management: Track key metrics (resolution time, CSAT, NPS, first‑contact resolution), provide data‑driven coaching, and celebrate wins.
• Cross‑Functional Collaboration: Partner with product, engineering, and sales teams to resolve complex issues, prioritize bug fixes, and deliver feature enhancements.
• Strategic Planning: Develop long‑term support strategies that align with business goals, market trends, and customer expectations.
• Knowledge Management: Build and maintain a robust knowledge base, ensuring that both customers and support staff have access to up‑to‑date resources.
• Global Coordination: Manage a distributed team across multiple time zones, ensuring seamless coverage and consistent service quality.
• Innovation & Process Improvement: Identify opportunities to automate repetitive tasks, streamline workflows, and enhance the overall support experience.
• Stakeholder Reporting: Prepare executive‑level reports on support performance, customer health, and strategic initiatives.

Essential Qualifications

• 10+ years of experience in technical support, customer success, or engineering roles, with at least 5 years in a leadership capacity.
• Proven track record of building and scaling high‑performing support teams in a SaaS environment.
• Deep understanding of data infrastructure, cloud services, and modern analytics stacks.
• Exceptional problem‑solving skills, with the ability to diagnose complex technical issues and deliver effective solutions.
• Excellent communication and interpersonal skills, capable of navigating cultural nuances across a global team.
• Strong project and program management experience, with a knack for prioritizing initiatives and driving cross‑functional collaboration.
• Hands‑on technical background—comfortable reading and writing SQL, understanding ETL/ELT pipelines, and working with data transformation tools.
• Experience with analytics engineering tools and processes is highly desirable.

Preferred Skills & Competencies

• Experience with customer‑centric metrics (CSAT, NPS, churn) and using them to inform strategy.
• Familiarity with incident management platforms and ticketing systems.
• Knowledge of data governance, security best practices, and compliance standards (GDPR, SOC 2).
• Ability to translate technical jargon into clear, actionable insights for non‑technical stakeholders.
• Proficiency in using analytics dashboards to monitor support performance.
• Experience leading remote or distributed teams and managing cross‑regional workflows.
• Strong analytical mindset with a passion for data‑driven decision making.
• Experience in a high‑growth startup environment where agility and rapid iteration are the norm.

What We Offer

• Competitive Salary & Equity: A market‑aligned base salary complemented by RSU grants that align your success with the company’s growth.
• Health & Well‑Being: 100% employer‑paid medical insurance, mental health support platform, and comprehensive wellness resources.
• Paid Time Off: Generous PTO, paid sick leave, parental leave, holidays, and volunteer days off to support work‑life balance.
• Professional Development: Access to courses, certifications, conferences, and internal knowledge sharing sessions.
• Community & Culture: Regular virtual happy hours, free food, team‑building activities, and a vibrant, inclusive culture.
• Technology & Tools: State‑of‑the‑art equipment, cloud credits, and the latest software to empower your work.
• Monthly Cell Phone Stipend: Stay connected with a stipend that covers your mobile expenses.
• Flexibility: Hybrid work model with the option to work remotely or from any of our global offices.
• Impactful Projects: Work on initiatives that directly influence the data journey of thousands of enterprise customers.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a senior manager, you will:

• Lead cross‑functional initiatives that shape the future of our data platform.
• Mentor emerging leaders and help them develop the skills needed to thrive in a fast‑paced tech environment.
• Participate in executive strategy sessions, influencing product direction and company vision.
• Explore opportunities to transition into broader leadership roles—such as Director of Customer Success or VP of Support—based on performance and ambition.
• Engage in continuous learning through internal tech talks, hackathons, and external conferences.
• Earn industry certifications in data engineering, cloud architecture, and customer success management.
• Receive a dedicated budget for personal development and skill enhancement.

Our Culture at brighthush

We live by the principles of Get Stuck In, Do the Right Thing, and One Team, One Dream. These values guide every decision, from how we solve customer problems to how we celebrate wins. We celebrate diversity, equity, inclusion, and belonging, ensuring that every team member feels valued and empowered to contribute their unique perspective.

Our work environment is collaborative, transparent, and fast‑moving. We encourage experimentation, reward curiosity, and provide the resources needed to turn ideas into reality. Whether you’re troubleshooting a complex data pipeline or brainstorming a new feature, you’ll find a supportive community that thrives on shared success.

We also prioritize sustainability and social responsibility. From carbon‑neutral office spaces to community outreach programs that promote data literacy, brighthush is committed to making a positive impact beyond the business.

How to Apply

If you’re ready to lead a world‑class support team, champion customer success, and shape the future of data infrastructure, we want to hear from you. Join brighthush and help us make data access as simple and reliable as electricity for organizations worldwide.

Apply now: Apply to this job

Equal Opportunity & Accessibility

brighthush is committed to ensuring that all candidates have an equal opportunity to participate in our interview process. If you require accommodations at any stage of the process due to a disability, medical condition, or any other circumstance, please submit your request by filling out this form. We will work with you to provide reasonable accommodations to facilitate your participation and ensure a fair and accessible interview experience. Your request and any information provided will be kept confidential and will not impact your candidacy.

Learn More About brighthush

• Explore our culture page to see how we live our values.
• Watch our team video to get a glimpse of life at brighthush.
• Read our candidate privacy policy for more information.
• Discover our to understand what we offer across locations.

We look forward to welcoming you to the brighthush family and building a brighter future together.