Senior Technical Customer Support Engineer – Knowledge Base Strategist & Product Insight Champion – Driving Global Nonprofit Fundraising Innovation with brighthush SaaS Solutions

Welcome to brighthush – Where Technology Meets Purpose

At brighthush, we believe that every nonprofit, foundation, or community organization deserves the same level of technological empowerment that fuels the most successful for‑profit enterprises. Since 2014, our cloud‑native fundraising platform has helped more than 100,000 organizations raise nearly $3 B in donations, all while keeping the user experience simple, secure, and data‑driven. We’re not just a SaaS company; we’re a global movement that amplifies the voices of those who change the world.

Why Your Expertise Will Make a Difference

Impact at Scale – Every ticket you close, every knowledge article you author, and every product insight you share directly translates into higher donor engagement, increased retention, and more lives touched. Your work becomes part of a larger story of social impact.

Remote‑First, Global Culture – With a distributed team of 150+ professionals across 16 U.S. states and 23 countries, we celebrate diversity, collaboration, and transparency. You’ll work from anywhere in Latin America—El Salvador, Mexico, Brazil, or Colombia—while staying connected through daily stand‑ups, weekly all‑hands, and informal virtual coffee chats.

Growth & Learning – As a bootstrapped, profitable company, we invest heavily in our people. Expect a clear career path, mentorship from senior leaders, a curated learning library, and the chance to lead cross‑functional projects that shape our product roadmap.

The Role: Senior Technical Customer Support Engineer – Knowledge Base Strategist & Product Insight Champion

As the frontline advocate for our users, you’ll blend deep technical expertise with a passion for service excellence. You’ll handle complex queries, troubleshoot technical issues, and drive product improvement through customer feedback. Your voice will echo across Product, Engineering, and Marketing, ensuring that the platform evolves to meet the needs of nonprofits worldwide.

Key Responsibilities

• Ticket Management: Respond to support tickets within SLA, delivering clear, concise, and actionable solutions.
• Issue Investigation: Diagnose and resolve technical problems, escalating to the Support Development team when necessary.
• Bug Identification: Collaborate with developers to identify, document, and track bugs, ensuring timely resolution.
• Knowledge Base Maintenance: Update and expand our brighthush knowledge base, creating user‑friendly guides and FAQs.
• Product Guidance: Offer best‑practice recommendations and onboarding support to help customers maximize platform value.
• Customer Feedback Loop: Monitor user sentiment, gather insights, and propose enhancements to improve the overall experience.
• Metrics & Reporting: Track support KPIs, generate weekly reports, and identify trends for continuous improvement.
• Cross‑Functional Collaboration: Work closely with Product, Engineering, and Marketing to relay customer insights and influence roadmap decisions.
• Process Improvement: Identify recurring support challenges and propose systemic solutions, from workflow automation to knowledge base enhancements.
• Community Building: Foster a supportive user community through forums, webinars, and user‑generated content, amplifying peer‑to‑peer learning.

Essential Qualifications & Experience

• Ticketing Expertise: Proven experience using support platforms such as Zendesk, Freshdesk, or similar, and a deep familiarity with our own brighthush platform.
• Analytical Mindset: Strong problem‑solving skills with the ability to dissect complex technical issues.
• Communication Excellence: Exceptional written and verbal English communication; ability to explain technical concepts in simple terms.
• SaaS Background: Prior experience in a SaaS customer support role, preferably in fintech or nonprofit technology.
• Technical Proficiency: Comfortable navigating web applications, understanding API integrations, and troubleshooting browser or payment gateway issues.
• Empathy & Patience: A genuine desire to help users succeed and a calm demeanor under pressure.
• Time Management: Ability to prioritize multiple tickets and projects in a fast‑paced environment.

Preferred Qualifications

• Experience with donor management or fundraising software.
• Knowledge of payment processing systems such as Stripe, PayPal, or our own brighthush payment gateway.
• Familiarity with data privacy regulations (GDPR, CCPA).
• Multilingual abilities, especially Spanish or Portuguese.
• Previous involvement in product beta testing or user research.
• Experience with analytics tools (Google Analytics, Mixpanel, or similar) to interpret user behavior.

Skills & Competencies

• Technical troubleshooting and root‑cause analysis.
• Customer‑centric mindset with a focus on delight.
• Time management and prioritization in a fast‑paced environment.
• Collaboration across remote teams and time zones.
• Adaptability to evolving product features and market needs.
• Strong written communication for knowledge base content creation.
• Analytical thinking for KPI tracking and trend analysis.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent. As a Senior Technical Customer Support Engineer, you will have the chance to:

• Progress to a Senior Support Engineer or Product Specialist role.
• Lead knowledge‑base projects or customer success initiatives.
• Participate in cross‑functional hackathons and product sprints.
• Access a curated learning library, including courses on customer success, SaaS operations, and nonprofit technology.
• Receive mentorship from senior leaders and peers across the organization.
• Earn certifications in customer support, product management, or technical troubleshooting.
• Take on leadership roles in community outreach and volunteer programs.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere in Latin America—El Salvador, Mexico, Brazil, or Colombia—while staying connected through daily stand‑ups, weekly all‑hands, and informal virtual coffee chats. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Our team enjoys flexible hours, a generous paid time off policy, and a supportive environment that values work‑life balance. We also host quarterly virtual retreats and occasional in‑person meet‑ups in major cities to strengthen team bonds.

Compensation, Perks, & Benefits

• Competitive Salary: $923.09 bi‑weekly (equivalent to a competitive annual package in the region).
• Health & Wellness: Remote health stipend, mental health resources, and access to wellness apps.
• Professional Development: Annual learning budget, conference sponsorships, and internal training programs.
• Equity & Bonuses: Eligibility for company equity and performance‑based bonuses.
• Flexible Work: Fully remote with optional co‑working spaces in major cities.
• Community & Impact: Opportunities to contribute to nonprofit causes through volunteer days and partnership initiatives.
• Technology Stipend: Monthly allowance for home office equipment and high‑speed internet.
• Recognition Programs: Monthly “Impact Hero” awards and peer‑recognition shout‑outs.

How to Apply

Ready to join a mission‑driven team that’s redefining nonprofit technology? Click the link below to submit your application, complete a brief assignment, and embark on a journey of growth and impact at brighthush.

Apply to this role

We’re Excited to Hear From You!

If you’re passionate about delivering stellar customer experiences, thrive in a technical environment, and want to make a real difference for nonprofits worldwide, we want to hear from you. Apply today and let’s build a brighter future together at brighthush.