Senior Technical Customer Support Analyst – Advanced Troubleshooting, Data Analytics, Training & Customer Success Leadership – Remote, Full‑Time – Empower Clients with brighthush CTRM Solutions

About brighthush

brighthush is a global pioneer in commodity trading and risk management (CTRM), redefining how businesses navigate the intricate landscapes of energy, agriculture, metals, and financial markets. Our flagship platform seamlessly fuses trade capture, risk analytics, and settlement workflows into a single, intuitive ecosystem that empowers clients to make data‑driven decisions, mitigate exposure, and unlock new revenue streams. With a presence in the Netherlands, United Kingdom, Lisbon, Germany, Spain, and Ireland, we deliver the same cutting‑edge solutions and world‑class support to every client, no matter where they operate.

At brighthush, we believe that technology is only as powerful as the people who build, support, and use it. That’s why we invest heavily in our teams, fostering a culture of continuous learning, collaboration, and empowerment. Whether you’re a seasoned professional or just starting your career, you’ll find a place where your ideas matter, your growth is accelerated, and your impact is felt across the globe.

Why This Role Matters

As a Senior Technical Customer Support Analyst at brighthush, you will be the frontline guardian of our customers’ success. You’ll translate complex technical challenges into clear, actionable solutions, ensuring that our clients can harness the full power of the brighthush CTRM platform. Your work will directly influence customer satisfaction, product adoption, and the long‑term success of our clients and the company.

In this role, you will become a trusted advisor to our customers, a catalyst for continuous improvement, and a bridge between our product, engineering, and sales teams. Your expertise will help shape the future of our platform and the industry at large.

Key Responsibilities

• Ticket Resolution & Incident Management: Receive, triage, and resolve support tickets across multiple channels (email, chat, phone) with a focus on speed, accuracy, and customer delight.
• Technical Troubleshooting: Diagnose and resolve software, integration, and data‑related issues, leveraging deep knowledge of the brighthush CTRM platform and associated tools.
• Training & Knowledge Transfer: Develop and deliver training materials, webinars, and one‑on‑one sessions to empower users and reduce recurring support requests.
• Data Analysis & Reporting: Use PowerBI and other analytics tools to monitor support metrics, identify trends, and recommend process improvements.
• Collaboration: Work closely with Product, Engineering, and Sales teams to communicate customer feedback, influence roadmap decisions, and ensure a seamless handoff of complex issues.
• Documentation: Maintain and enhance a living knowledge base, FAQs, and troubleshooting guides to empower both customers and internal teams.
• Time Management: Track time accurately using our internal tools, ensuring transparency and accountability across projects.
• Continuous Improvement: Identify gaps in support processes, propose enhancements, and champion best practices across the support organization.
• Mentorship: Coach and mentor junior support analysts, sharing expertise and fostering a culture of knowledge sharing.
• Quality Assurance: Participate in regular quality reviews of support tickets to ensure consistent, high‑standard service delivery.
• Customer Advocacy: Represent the voice of the customer in internal meetings, ensuring that their needs are front‑and‑center in product decisions.

Additional Day‑to‑Day Activities

• Participate in weekly cross‑functional “bug‑bash” sessions to surface and resolve hidden defects before they reach production.
• Lead quarterly “Customer Success” workshops that align support metrics with business outcomes.
• Act as the primary liaison during major platform upgrades, ensuring customers are informed, trained, and supported throughout the transition.
• Contribute to the development of automated diagnostic scripts that reduce ticket resolution time by 20%.
• Collaborate with the marketing team to create customer success stories and case studies.
• Monitor and respond to social media and community forum discussions related to the platform.
• Assist in the creation of release notes and update documentation for new platform features.

Essential Qualifications

• Proficiency in the brighthush CTRM platform, including modules such as Trade Capture, Risk Management, and Settlement.
• Strong analytical skills with experience in PowerBI, Excel, and data visualization.
• Excellent written and verbal communication in English; additional European languages are a plus.
• Demonstrated ability to troubleshoot complex technical issues and provide clear, step‑by‑step solutions.
• Experience with incident management frameworks (ITIL, Jira Service Desk, or similar).
• Proficiency in Microsoft Office Suite, especially Word and PowerPoint, for creating documentation and training materials.
• Self‑motivated, detail‑oriented, and comfortable working in a fast‑paced remote environment.
• Experience with API integrations, data feeds, and ETL processes.
• Familiarity with Agile development practices and cross‑functional collaboration.

Preferred Qualifications

• Prior experience in a SaaS or fintech environment, especially within commodity trading or risk management.
• Knowledge of API integrations, data feeds, and ETL processes.
• Familiarity with Agile development practices and cross‑functional collaboration.
• Experience with customer success metrics and continuous improvement initiatives.
• Certifications in ITIL, PowerBI, or related fields.
• Experience leading or participating in product beta testing programs.

Skills & Competencies

• Technical Acumen: Deep understanding of software troubleshooting, database queries, and data integrity.
• Analytical Thinking: Ability to dissect problems, identify root causes, and propose data‑driven solutions.
• Communication: Clear, concise, and empathetic communication with both technical and non‑technical stakeholders.
• Collaboration: Comfortable working with cross‑functional teams in a distributed setting.
• Adaptability: Thrives in a dynamic environment where priorities shift rapidly.
• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Project Management: Ability to manage multiple tickets, projects, and deadlines simultaneously.
• Innovation: Proactive in identifying opportunities for process automation and tool enhancement.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a Senior Technical Customer Support Analyst, you’ll have the chance to:

• Progress to a Senior Support Engineer or Technical Account Manager role, taking on more complex issues and strategic client engagements.
• Transition into Product Management or Engineering, leveraging your deep product knowledge and customer insights.
• Lead training and enablement initiatives, shaping the learning journey for new hires and existing staff.
• Participate in cross‑functional projects that influence product roadmap, customer experience, and operational excellence.
• Access continuous learning resources, including internal workshops, industry conferences, and certification programs.

Professional Development Pathways

• Structured mentorship program pairing you with senior leaders across product, engineering, and sales.
• Annual “Innovation Sprint” where you can propose and prototype new support tools or features.
• Dedicated budget for external certifications (e.g., ITIL, Microsoft Certified: Power BI, or Agile certifications).
• Quarterly performance reviews that align your growth goals with company objectives.
• Opportunities to present at internal knowledge‑sharing sessions and external industry events.

Work Environment & Culture

brighthush champions a culture of transparency, collaboration, and innovation. Our remote‑first model means you can work from anywhere in the Netherlands, United Kingdom, Lisbon, Germany, Spain, or Ireland, while staying connected through:

• Weekly virtual stand‑ups and team huddles.
• Monthly all‑hands meetings featuring product updates and company milestones.
• Open‑door policy where ideas are welcomed and feedback is encouraged.
• Regular virtual social events, hackathons, and wellness programs.
• Access to a global network of experts and industry thought leaders.

We value work‑life balance, offering flexible hours, generous paid time off, and a supportive environment that respects personal commitments.

Team Dynamics

• Collaborative, cross‑functional teams that celebrate successes together.
• Inclusive environment that values diverse perspectives and encourages creative problem‑solving.
• Transparent communication channels that keep everyone informed and engaged.
• Regular knowledge‑sharing sessions where team members can showcase new tools or techniques.

Compensation, Perks, and Benefits

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

• Base salary aligned with industry standards for remote tech support roles.
• Performance‑based bonuses and equity options.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Unlimited paid time off and flexible working hours.
• Professional development stipend and access to online learning platforms.
• Monthly wellness stipend and virtual fitness classes.
• Company‑sponsored tech equipment and a home‑office stipend.

Additional Perks

• Annual company retreat to foster team bonding and strategic planning.
• Employee referral program with generous bonuses.
• On‑site (or virtual) wellness resources, including mindfulness sessions and ergonomic consultations.
• Access to a global network of experts and industry thought leaders.
• Recognition programs celebrating outstanding customer service and innovation.

How to Apply

Ready to join a forward‑thinking team that values your expertise and offers limitless growth? Submit your application through the link below and take the first step toward a rewarding career at brighthush.

Apply to this role now

Closing Statement

At brighthush, we’re not just building software; we’re shaping the future of commodity trading and risk management. As a Senior Technical Customer Support Analyst, you’ll be at the heart of that transformation, ensuring our clients achieve success and confidence in every transaction. If you’re passionate about technology, data, and delivering world‑class service, we want to hear from you. Join us and help illuminate the path to smarter, more resilient markets.