Senior Technical Customer Support Engineer – Enterprise SaaS & AI‑Driven Lab Informatics Platform – Customer Success & Solutions Champion at brighthush

Why brighthush?

brighthush is redefining the life‑sciences technology landscape with an AI‑powered, end‑to‑end lab informatics platform that seamlessly blends electronic lab notebooks (ELN), laboratory information management systems (LIMS), and advanced scientific data management. Our platform is more than software—it is a catalyst that accelerates discovery, reduces manual effort, and unlocks deeper insights for researchers, engineers, and biotech innovators worldwide.

At the heart of brighthush lies a commitment to intelligent automation. From AI‑driven data curation to predictive analytics that suggest optimal experimental pathways, every line of code is built to let scientists focus on the science, not the system. Serving a global community of laboratory professionals, bioinformaticians, and R&D leaders, brighthush delivers a single, configurable ecosystem that handles instrument integration, sample tracking, experiment design, data analysis, and regulatory reporting—all within an intuitive, cloud‑native interface.

Position Overview

The Senior Technical Customer Support Engineer is the frontline guardian of the brighthush customer experience. You will own the full lifecycle of technical tickets, from initial intake through root‑cause diagnosis, resolution, and post‑mortem documentation. Your expertise will bridge the gap between complex scientific workflows and the technology that powers them, ensuring that every customer interaction reflects brighthush’s standards of excellence, empathy, and technical rigor.

Core Responsibilities

1. Ticket Ownership & Strategic Triage

• Rapid Assessment: Evaluate each incoming ticket, capture reproducible steps, environment specifics, and platform version, then assign an accurate severity level (S1‑S4) based on operational impact.
• End‑to‑End Stewardship: Maintain continuous ownership, coordinating with Platform Engineering, Tech Enablement, DevOps, and Delivery teams while providing transparent status updates to the customer.
• Data Hygiene & Trend Analysis: Ensure tickets are correctly classified and enriched with metadata to support reliable reporting, trend identification, and product feedback loops.
• SLA Governance: Meet or exceed published Service Level Agreements for response and resolution times; proactively flag SLA risks to the VP of Technical Delivery.

2. Diagnosis, Resolution & Knowledge Capture

• Controlled Reproduction: Replicate reported issues in a sandbox environment, leveraging application logs, system diagnostics, and AI‑assisted tooling to surface similar historical cases.
• Solution Delivery: Resolve issues through configuration tweaks, data investigations, guided workarounds, or detailed instructions—escalating only true platform defects or infrastructure failures.
• Workaround Documentation: Create clear, step‑by‑step workarounds, validate them with the customer, and record outcomes for future reference.
• Defect Referral: When a genuine defect is identified, compile a comprehensive referral package that includes reproduction steps, diagnostic findings, impact assessment, and remaining SLA time.
• Root‑Cause Analysis (RCA): Contribute to RCA documentation for critical or recurring defects, helping product teams prioritize fixes and enhancements.
• Knowledge Base Enrichment: Transform resolved tickets into reusable knowledge‑base articles, runbooks, and troubleshooting guides, systematically closing documentation gaps.

3. Customer Communication & Relationship Building

• Clear, Timely Updates: Craft concise, jargon‑free communications that set realistic expectations, explain technical findings, and outline next steps.
• Audience Adaptation: Translate complex technical concepts for diverse stakeholders—from bench scientists to IT administrators and executive sponsors.
• Hybrid Deployment Support: Provide expert assistance for both brighthush‑hosted (SaaS) and customer‑hosted (on‑premise) environments, collaborating with customer IT teams when necessary.

4. Continuous Improvement & Thought Leadership

• Platform Mastery: Develop deep expertise across brighthush’s core modules—LIMS, ELN, workflow engines, rule engines, plugins, webhooks, and integration patterns.
• Trend Spotting: Analyze ticket queues for recurring themes, surface systemic issues, and propose product, documentation, or process enhancements to senior leadership.
• Process Optimization: Participate in the evolution of support workflows, triage standards, and tooling to increase efficiency and customer satisfaction.
• Mentorship: Share knowledge with junior support engineers, fostering a culture of learning and continuous skill development.

Essential Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Life Sciences, or a related technical discipline, or equivalent professional experience.
• At least 2 years of hands‑on, customer‑facing technical support experience on an enterprise SaaS platform.
• Minimum 3 years of direct experience working within a life‑sciences laboratory environment, preferably implementing or supporting new IT solutions.
• At least 3 years configuring LIMS, ELN, or comparable scientific informatics systems, with a proven track record of delivering functional, compliant solutions.

Preferred Skills & Abilities

• Structured Troubleshooting Mindset: Ability to move methodically from symptom to root cause using logs, diagnostics, and reproducible test cases.
• Cloud‑Native Application Knowledge: Understanding of multi‑tenant SaaS architectures, vendor‑hosted versus customer‑hosted responsibilities, and security considerations.
• Data Query Proficiency: Comfortable reading application logs, executing SQL queries, and scripting in Python or similar languages to extract actionable insights.
• Tooling Expertise: Experience with ticketing systems (e.g., Jira, ServiceNow), knowledge‑base platforms (Confluence, Zendesk), and remote session tools (Zoom, Teams, GoToAssist).
• SLA & Escalation Discipline: Proven ability to work within defined severity and escalation models while maintaining ownership of issues.
• Exceptional Written Communication: Produce clear, concise customer updates and knowledge‑base articles that require minimal editorial revision.
• Interpersonal Acumen: Translate technical jargon into plain language for non‑technical audiences, building trust and confidence.
• Regulatory Awareness: Familiarity with GxP‑regulated environments, change control processes, validation documentation, and audit readiness.
• Multitasking & Prioritization: Thrive in a fast‑paced queue, balancing competing demands without sacrificing attention to detail.
• Customer‑Centric Passion: Demonstrated commitment to exceeding expectations and delivering memorable service experiences.
• Self‑Starter Attitude: Proactive learner who seeks out new knowledge, shares insights, and takes initiative to improve outcomes.
• Resilience & Persistence: Ability to stay focused and solution‑oriented when confronting complex, ambiguous problems.
• Integrity & Respect: Uphold the highest ethical standards in interactions with colleagues, customers, and partners.

Physical & Work Environment Requirements

• Standard office ergonomics: ability to work 8 hours per day using a computer, monitor, keyboard, and mouse.
• Occasional light lifting (up to 20 lb) for equipment or documentation boxes.
• Flexibility to work remotely with occasional travel to brighthush headquarters or client sites for on‑site engagements.

Compensation, Benefits & Perks

brighthush offers a market‑competitive salary package complemented by a comprehensive benefits suite designed to support health, wealth, and well‑being.

• Health & Wellness: Medical, dental, vision, and life insurance plans with generous employer contributions.
• Retirement Savings: 401(k) plan with company match to help you build long‑term financial security.
• Flexible Work Model: Remote‑first policy with the option to work from any location, plus a home‑office stipend.
• Paid Time Off: Generous vacation, sick leave, and holidays to recharge and maintain work‑life harmony.
• Professional Development: Access to certifications, training budgets, conference attendance, and internal learning pathways.
• Career Advancement: Clear promotion tracks, mentorship programs, and cross‑functional project opportunities.
• Recognition & Community: Employee awards, wellness challenges, virtual coffee chats, and team‑building events.
• Cutting‑Edge Tools: Direct exposure to AI‑driven analytics, data‑science platforms, and next‑generation lab informatics technologies.

Career Growth & Learning Opportunities

At brighthush, your career is a living roadmap, not a static job description. Whether you aim to deepen technical expertise, transition into product management, or lead a high‑performing support organization, we provide the scaffolding you need to succeed.

• Mentorship Networks: Pairing with senior engineers, product managers, and data scientists for guided skill development.
• Cross‑Functional Projects: Opportunities to contribute to product road‑mapping, beta testing, and AI model training initiatives.
• Performance Reviews & Goal Setting: Structured quarterly reviews that align personal aspirations with brighthush’s strategic objectives.
• Open‑Source & Industry Involvement: Support for contributions to open‑source projects, standards bodies, and scientific conferences.
• Internal Knowledge Communities: Access to forums, wikis, and lunch‑and‑learn sessions that foster continuous learning.

Culture, Values & What It’s Like to Work at brighthush

brighthush thrives on a culture of innovation, empathy, and relentless quality. Our core values—EMBRACE—are woven into every decision, interaction, and product iteration.

• E – Empower the Future: We invest in emerging technologies and give teams the autonomy to shape the next generation of lab informatics.
• M – Make a Difference: Every customer success story fuels our purpose of accelerating scientific discovery.
• B – Be True Partners: Collaboration with customers, partners, and internal stakeholders is the cornerstone of our delivery model.
• R – Remember Why We’re Here: Our mission to speed up breakthroughs guides every line of code and support ticket.
• A – Act with Empathy: We listen, understand, and respond with compassion to both internal teammates and external users.
• C – Commit to Transparency: Open communication, honest feedback, and clear documentation are non‑negotiable.
• E – Excel in Quality: High standards for product performance, service excellence, and personal growth define our work ethic.

Our inclusive environment celebrates diverse perspectives, encourages curiosity, and rewards bold ideas. Whether you’re joining from a bustling city or a quiet home office, you’ll find a supportive community that values your unique contributions.

Inclusive Hiring & Reasonable Adjustments

brighthush is dedicated to an accessible, equitable recruitment process. If you require accommodations at any stage—application, interview, or assessment—please let us know. We will work with you confidentially to ensure a smooth experience.

Equal Opportunity Commitment

brighthush makes hiring decisions based on merit, capability, and potential. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

Ready to Shape the Future of Lab Informatics?

If you are passionate about delivering world‑class technical support, thrive in an AI‑driven, fast‑moving environment, and want to empower scientists worldwide to accelerate discovery, we want to hear from you. Join brighthush and become a pivotal part of a mission‑driven team that is transforming how research is conducted.