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

About brighthush

brighthush is a trailblazer in the life‑sciences technology space, delivering an AI‑powered lab informatics platform that unifies electronic lab notebooks (ELN), laboratory information management systems (LIMS), and scientific data management into a single, highly configurable ecosystem. Our mission is to accelerate scientific discovery by empowering researchers, engineers, and industry specialists to work faster, smarter, and with deeper insight than ever before.

At brighthush, artificial intelligence is not a feature; it is the foundation of how we design, build, and continuously improve our platform. From automated data curation to predictive analytics that guide experimental design, AI is woven into every layer of our product, ensuring that laboratories can focus on science rather than systems.

We serve a global community of scientists, laboratory professionals, and bioinformaticians who rely on brighthush to manage end‑to‑end laboratory operations—instrument integration, experiment setup, sample management, data analysis, and reporting—all within a single, intuitive interface.

Position Summary

The Senior Technical Customer Support Engineer is the first line of technical ownership for customer‑reported issues on the brighthush platform. This role is responsible for triaging incoming tickets, diagnosing root causes, restoring customer operations through configuration changes and workarounds, and engaging specialist teams when deeper investigation is required. You will own the ticket from intake to closure, ensuring that every interaction reflects the highest standards of customer service and technical excellence.

Key Responsibilities

• Ticket Ownership & Triage
  • Assess every ticket upon receipt: determine the true issue, assign a severity level (S1–S4) based on operational impact, and gather reproduction steps, environment details, and platform version.
  • Maintain end‑to‑end ownership of tickets, coordinating with Platform, Tech Enablement, DevOps, and Delivery teams while keeping the customer informed.
  • Ensure accurate ticket classification, severity, and hygiene to support reliable trend analysis, reporting, and product feedback.
  • Meet published Service Level Agreement (SLA) commitments for response and updates, escalating to the VP of Technical Delivery when an SLA risk is identified.
• Diagnosis & Resolution
  • Reproduce reported issues in a controlled test environment, review application logs, system diagnostics, and leverage AI‑assisted tooling to surface similar past cases and known resolutions.
  • Resolve as much as possible within Support—through configuration adjustments, data investigations, guidance, and workarounds—while referring only to platform defects, infrastructure faults, or out‑of‑scope requests.
  • Develop and document effective workarounds, confirming adequacy with the customer before proceeding.
  • Reproduce and document suspected defects, providing a comprehensive referral summary that includes reproduction steps, diagnostic findings, workaround status, customer impact, and remaining SLA time.
  • Distinguish platform defects from customer‑specific configurations, custom code delivered during implementation, and new scope requests, routing the latter to Delivery via the Customer Success Manager or Account Manager.
  • Contribute root‑cause analysis documentation for confirmed critical defects and recurring problems.
• Customer Communication
  • Maintain clear, timely communication throughout the ticket lifecycle, setting realistic expectations and timelines.
  • Translate technical findings into actionable insights for diverse audiences—from laboratory end users to IT teams.
  • Support both brighthush‑hosted and customer‑hosted deployments, collaborating with customer IT when issues involve infrastructure they control.
• Knowledge & Continuous Improvement
  • Build and maintain deep knowledge of the brighthush platform, including core LIMS and ELN modules, configuration, data types, workflows, rules, plugins, webhooks, and common integration patterns.
  • Create and maintain knowledge‑base articles, runbooks, and troubleshooting guides derived from resolved tickets, treating recurring issues as documentation gaps to close.
  • Identify trends across the queue and propose product, documentation, and process improvements to the VP of Technical Delivery.
  • Contribute to the continuous improvement of support processes, triage standards, and tooling.

Qualifications – Education & Experience

• Bachelor’s degree in Computer Science, Information Technology, Life Sciences, or a related technical field, or equivalent experience.
• Minimum 2 years of customer‑facing technical support experience on an enterprise SaaS platform.
• Minimum 3 years of life‑sciences experience working within or alongside a laboratory, preferably implementing new IT solutions.
• Minimum 3 years of experience configuring LIMS, ELN, or comparable scientific informatics software.

Required Skills & Abilities

• Structured troubleshooting mindset—moving from symptom to root cause using logs, diagnostics, and reproduction rather than trial and error.
• Strong technical knowledge of cloud‑hosted enterprise applications, with clear understanding of vendor‑hosted versus customer‑hosted environments and responsibility boundaries.
• Proficiency in reading application logs, querying data, and familiarity with SQL and scripting languages such as Python.
• Experience with ticketing and support tooling (e.g., Jira), knowledge‑base platforms, and remote session tools.
• Understanding of severity, SLA, and escalation models, and discipline to work within them.
• Ability to maintain ownership of an issue while coordinating with multiple teams, avoiding premature hand‑offs or escalations.
• Excellent written communication—capable of producing customer updates and knowledge‑base articles that require no rewriting.
• Strong interpersonal skills, with the ability to explain technical concepts clearly to non‑technical customers.
• Awareness of working in regulated (GxP) environments, including change control, documentation, and validation implications.
• Ability to multitask and prioritize across a live queue in a fast‑paced environment while maintaining attention to detail.
• Strong desire to provide outstanding customer service and exceed expectations.
• Self‑starter who thrives on learning from colleagues and taking initiative.
• Focused on value‑adding activities and avoiding non‑essential tasks.
• Determined, persistent, and resilient in the face of complex challenges.
• Maintains the highest standards of integrity and respect for coworkers, customers, and prospects.

Physical Demands

• Ability to work 8 hours per day on computers/laptops, using monitors, keyboard, and mouse.
• Ability to lift boxes of 20 lbs or less.

What brighthush Offers

At brighthush, we recognize that our people are our greatest asset. We are proud to offer a comprehensive package that supports your professional growth, well‑being, and work‑life balance:

• Competitive salary and benefits package, including health, dental, vision, and life insurance.
• Flexible remote work options with occasional travel to our headquarters or client sites.
• Structured onboarding and continuous training program to accelerate your expertise.
• Clear career progression paths and opportunities for professional development, including certifications and conference attendance.
• Collaborative, inclusive, and supportive work environment that values diverse perspectives.
• Employee recognition programs, wellness initiatives, and team‑building events.
• Access to cutting‑edge AI tools and data science resources that empower you to innovate.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your interests and strengths. Whether you aspire to deepen your technical expertise, transition into product management, or lead a support team, we provide:

• Mentorship from senior engineers and product leaders.
• Cross‑functional projects that expose you to product development, data science, and customer success.
• Regular performance reviews and goal‑setting sessions to align your growth with company objectives.
• Opportunities to contribute to open‑source initiatives and industry standards.
• Access to internal knowledge‑sharing platforms and communities of practice.

Company Culture & Values

brighthush thrives on a culture of innovation, empathy, and excellence. Our core values—EMBRACE—guide every decision and interaction:

• Empower the future: We invest in emerging technologies and empower our teams to shape the next generation of lab informatics.
• Make a difference: Every customer success story fuels our commitment to scientific progress.
• Be true partners: We collaborate closely with customers, partners, and internal stakeholders to deliver real value.
• Remember why we’re here: Our purpose is to accelerate discovery, and we keep that mission at the heart of everything we do.
• Act with empathy: We treat customers, colleagues, and ourselves with respect and understanding.
• Commit to transparency: Open communication and honesty guide our internal and external relationships.
• Excel in quality: We set high standards for product, service, and personal performance.

These values shape how we work, grow, and deliver impact for our clients every day.

Inclusive Hiring & Reasonable Adjustments

brighthush is committed to an inclusive and accessible recruitment process. If you require any reasonable adjustments at any stage of the application, interview, or assessment process, please let us know. We will work with you to support your needs in confidence.

Equal Opportunity Employer

brighthush hires based on merit, capability, and potential. Selection decisions are made using job‑related criteria aligned to the needs of our customers and business. We are an equal opportunity employer and do not discriminate based on any characteristic protected by applicable law.

Ready to Join brighthush?

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced, AI‑driven environment, and want to help scientists worldwide accelerate discovery, we want to hear from you. Apply today and become a key player in shaping the future of laboratory informatics.