Senior Remote Customer Support Specialist – Multilingual Technical Troubleshooting for Advanced Medical Devices at brighthush

About brighthush

brighthush is a trailblazer in the life‑sciences arena, delivering cutting‑edge analytical technologies, data‑driven informatics, and world‑class service solutions that accelerate scientific discovery and improve patient outcomes worldwide. With a portfolio that spans high‑performance liquid chromatography, mass spectrometry, and next‑generation sequencing, brighthush empowers researchers, clinicians, and manufacturers to push the boundaries of what’s possible in healthcare and biotechnology. Our commitment to innovation, quality, and customer success has earned us a reputation as a trusted partner for laboratories, hospitals, and pharmaceutical companies across the globe.

Why Join brighthush?

At brighthush, we believe that the best science is built on collaboration, curiosity, and continuous learning. As a Remote Customer Support Specialist, you’ll be at the frontline of our customer experience, ensuring that our advanced medical devices perform flawlessly for users around the world. You’ll work in a dynamic, fast‑paced environment that values technical excellence, proactive problem‑solving, and a culture of inclusivity and respect. Whether you’re troubleshooting a complex instrument or guiding a new user through setup, your expertise will directly impact the success of our clients and the advancement of medical research.

Key Responsibilities

• Remote Technical Support: Provide first‑line assistance to customers via phone, email, and remote desktop tools, diagnosing and resolving issues related to our medical devices.
• Equipment Troubleshooting: Analyze hardware and software faults, perform root‑cause analysis, and implement corrective actions to restore optimal device performance.
• Documentation & Knowledge Management: Record all support interactions in our ticketing system, update knowledge base articles, and contribute to continuous improvement of support documentation.
• Cross‑Functional Collaboration: Work closely with engineering, field service, and product management teams to relay customer feedback and drive product enhancements.
• Quality Assurance: Follow established procedures for defect reporting, escalation, and resolution, ensuring compliance with regulatory standards (e.g., ISO 13485, FDA 21 CFR Part 820).
• Multilingual Communication: Deliver clear, concise support in English, German, and Polish, adapting communication style to diverse cultural contexts.
• Continuous Learning: Stay current with product updates, industry trends, and emerging technologies to provide expert guidance to customers.

Essential Qualifications

• Bachelor’s degree in Electronics, Mechanical Engineering, Computer Science, Biomedical Engineering, or a related technical field.
• Minimum of 2 years of hands‑on service experience troubleshooting medical or laboratory equipment.
• Proficient PC skills, including Windows operating systems, Microsoft Office Suite, and remote support tools.
• Solid understanding of networking fundamentals (TCP/IP, VPN, LAN/WAN) to diagnose connectivity issues.
• Fluency in English, German, and Polish (written and spoken).
• Strong analytical mindset with the ability to isolate complex problems and devise effective solutions.
• Excellent written and verbal communication skills, with a customer‑centric approach.

Preferred Qualifications

• Experience with Laboratory Information Systems (LIS) or Laboratory Information Management Systems (LIMS).
• Background in regulatory compliance for medical devices (e.g., FDA, CE marking).
• Familiarity with cloud‑based support platforms and remote monitoring solutions.
• Previous exposure to the life‑sciences or pharmaceutical industry.
• Certifications in technical support, troubleshooting, or customer service (e.g., CompTIA A+, ITIL).

Core Skills & Competencies

• Technical Proficiency: Ability to interpret schematics, firmware updates, and diagnostic logs.
• Problem‑Solving: Structured approach to troubleshooting, including hypothesis testing and iterative refinement.
• Customer Focus: Empathy, patience, and a proactive attitude toward resolving customer pain points.
• Communication: Clear articulation of technical concepts to non‑technical audiences.
• Adaptability: Comfortable working across time zones and handling a high volume of support tickets.
• Team Collaboration: Willingness to share knowledge, mentor peers, and contribute to a collaborative knowledge base.
• Continuous Improvement: Commitment to learning new tools, processes, and industry best practices.

Career Growth & Development

At brighthush, your career trajectory is supported by a robust learning ecosystem. You’ll have access to:

• Structured onboarding and mentorship programs that accelerate your integration into the team.
• Regular technical workshops, webinars, and certifications to deepen your expertise.
• Opportunities to transition into specialized roles such as Field Service Engineer, Product Support Manager, or Technical Training Lead.
• Cross‑functional projects that expose you to product development, quality assurance, and regulatory affairs.
• Clear performance metrics and promotion pathways aligned with your achievements and career aspirations.

Work Environment & Culture

brighthush champions a culture of innovation, transparency, and work‑life balance. As a fully remote role based in Heidelberg, you’ll enjoy:

• Flexible working hours that accommodate global customers and personal commitments.
• A collaborative virtual workspace powered by Slack, Teams, and Zoom, fostering real‑time communication.
• Annual virtual retreats and quarterly town‑hall meetings to keep you connected with the broader organization.
• Inclusive policies that celebrate diversity, equity, and belonging across all levels.
• Access to a digital library of industry journals, training modules, and conference sponsorships.

Compensation, Perks, and Benefits

While the base salary range for this role is EUR 65,000 – 99,125 per year, we offer a comprehensive benefits package designed to support your well‑being and professional growth:

• Competitive base salary with performance‑based bonuses.
• Health and wellness stipend covering medical, dental, and vision plans.
• Retirement savings plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work‑from‑home stipend for home office equipment and internet.
• Employee assistance program and mental health resources.
• Tuition reimbursement for relevant certifications and courses.
• Annual company‑wide retreats and team‑building events.

Ready to Make an Impact?

If you’re a technically savvy, multilingual professional who thrives on solving complex problems and delivering exceptional customer experiences, brighthush invites you to join our remote support team. Your expertise will help scientists, clinicians, and manufacturers worldwide unlock the full potential of our advanced medical devices, driving breakthroughs that improve lives.

Apply today and become a pivotal part of brighthush’s mission to accelerate scientific discovery.