Senior Technical Support Engineer – B2B SaaS, Digital Asset Management & AI Solutions – Remote (US/Oceania Shift) – brighthush

About brighthush

brighthush is a forward‑thinking B2B SaaS company that empowers mid‑market and enterprise brands to master their digital content lifecycle. From cutting‑edge Digital Asset Management (DAM) to AI‑driven media optimization, we help our customers organize, transform, and deliver visual assets at scale across websites, e‑commerce platforms, and omnichannel marketing stacks. With a global footprint that spans Europe, Asia, and the Americas, brighthush blends the agility of a close‑knit team with the ambition of a multinational organization.

Why This Role Matters

As a Senior Technical Support Engineer, you will be the frontline advocate for our customers, turning complex technical challenges into clear, actionable solutions. Your expertise will shape the reliability of our platform, influence product enhancements, and directly impact the satisfaction of thousands of brands worldwide. If you thrive on problem‑solving, enjoy bridging the gap between engineering and customer experience, and want to grow in a fast‑paced SaaS environment, this is the role for you.

Key Responsibilities

• Ticket Ownership & Resolution: Manage the full lifecycle of support tickets in Zendesk and Jira—from initial triage to final resolution—while keeping customers informed with timely, empathetic updates.
• Advanced Troubleshooting: Diagnose SaaS application, configuration, integration, and performance issues using browser DevTools, logs, SQL queries, and diagnostic utilities.
• API & Integration Support: Investigate REST API problems, including authentication, HTTP status codes, JSON payloads, and rate limits, and collaborate with developers to resolve root causes.
• Incident Monitoring & Escalation: Continuously monitor application and infrastructure health, assess incidents, and promptly elevate customer‑impacting issues to engineering.
• Bug Reproduction & Documentation: Reproduce bugs, document evidence and steps, and partner with QA and Engineering on root‑cause analysis and fixes.
• Live‑Chat & Sales Collaboration: Handle live‑chat technical inquiries from customers and prospects, routing qualified commercial questions to the Sales team.
• Knowledge Base Development: Author clear, concise knowledge‑base articles and troubleshooting guides to reduce recurring issues and empower self‑service.
• Implementation Support: Assist implementation teams with customer configurations and integrations, ensuring smooth handovers across time zones.
• Process Improvement: Identify recurring patterns, propose automation or process enhancements, and advocate for product reliability improvements.

Shift & Availability

• Primary shift covering US or Oceania business hours. For India‑based hires, US coverage typically involves evening/night hours; Oceania coverage involves early mornings.
• Occasional flexibility for EU‑time‑zone training, meetings, urgent escalations, and handovers—schedule and frequency agreed in advance.

Essential Qualifications

• 3+ years of hands‑on experience in Technical Support, Software Support Engineering, Application Support, or Developer Support for SaaS, cloud, or web products.
• Strong analytical and root‑cause analysis skills, with proven customer‑facing incident ownership.
• Proficient with REST APIs, HTTP/HTTPS, JSON, authentication flows, and API troubleshooting.
• Hands‑on experience with browser DevTools, HTML, SQL, application logs, and ticketing/issue‑tracking systems (e.g., Zendesk, Jira).
• Understanding of CDN, caching, or web performance concepts; basic coding or scripting ability to investigate integrations.
• Experience using AI tools (ChatGPT, Claude, etc.) to accelerate troubleshooting, research, and customer communication.
• Excellent written and verbal communication, customer empathy, and collaboration with QA and Engineering.
• Reliability and autonomy in remote work, with availability for the agreed US or Oceania shift and occasional EU overlap.

Preferred Qualifications

• Background in Digital Asset Management, media optimization, or AI‑powered content solutions.
• Experience with PostgreSQL, ClickHouse, or other analytical databases.
• Knowledge of cloud monitoring tools (Datadog, New Relic, CloudWatch) and incident‑management platforms.
• Technical documentation experience—creating API docs, troubleshooting guides, or internal knowledge bases.
• Fluency in a second language (French, German, Spanish) is a plus.
• Bachelor’s degree in Computer Science or related field, or equivalent practical experience.

Core Competencies & Soft Skills

• Customer‑centric mindset: turning frustration into delight.
• Ownership: taking full responsibility for ticket resolution and process improvement.
• Collaboration: working seamlessly with Engineering, QA, Product, and Sales across time zones.
• Adaptability: thriving in a fast‑moving SaaS environment with evolving features and customer needs.
• Continuous Learning: staying current with emerging technologies, AI tools, and industry best practices.

Career Growth & Learning Opportunities

At brighthush, your technical journey is supported by a culture of mentorship, knowledge sharing, and continuous improvement. As you master support operations, you’ll have the chance to:

• Lead support process redesigns that directly influence product roadmap.
• Mentor junior engineers and contribute to the creation of internal training programs.
• Transition into Product Management, Engineering, or Customer Success leadership roles.
• Attend industry conferences, workshops, and internal off‑sites to broaden your network and skill set.
• Participate in hackathons and innovation sprints focused on AI‑driven support automation.

Work Environment & Company Culture

brighthush thrives on a blend of autonomy and collaboration. Our remote team spans multiple continents, yet we maintain a strong sense of community through:

• Weekly virtual stand‑ups and cross‑functional syncs.
• Monthly “Ask Me Anything” sessions with senior leadership.
• Quarterly virtual retreats and optional in‑person off‑sites.
• Open‑door communication channels—Slack, Teams, and dedicated support forums.
• A culture that values initiative, practical problem‑solving, and a healthy work‑life balance.

Compensation & Benefits

While exact figures vary by location and experience, brighthush offers a competitive salary package that reflects the value of your expertise. In addition to base pay, you’ll enjoy:

• Performance‑based bonuses tied to customer satisfaction and support metrics.
• 20 days of paid time off annually, with flexibility for personal or family needs.
• Health, dental, and vision insurance options for you and your dependents.
• Reimbursement for approved business travel and participation in company off‑sites.
• Access to a curated learning stipend for courses, certifications, and conferences.
• Equity or stock‑option plans for eligible employees, aligning your success with the company’s growth.

Recruitment Process

1. Intro Call: HR conversation covering background, English proficiency, location, shift availability, and expectations.
2. Case Study Assignment: A practical scenario to demonstrate troubleshooting, communication, and documentation skills.
3. Technical Interview: One‑on‑one with the Software Support Engineering Team Lead to assess technical depth and problem‑solving approach.
4. Final Interview: Discussion with the Chief Experience Officer (CXO) to evaluate cultural fit and long‑term vision alignment.
5. Reference Checks: Verification of past performance and professional conduct.
6. Offer & Onboarding: Formal offer, followed by a structured onboarding program to integrate you into the brighthush ecosystem.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven team that transforms how brands manage and deliver visual content. Your technical expertise will directly influence product reliability, customer satisfaction, and the overall success of our global customer base. You’ll collaborate with world‑class engineers, product managers, and sales leaders, while enjoying the flexibility of remote work and the support of a vibrant, multicultural community.

Ready to Make an Impact?

If you’re passionate about solving real‑world problems, eager to grow in a dynamic SaaS environment, and ready to bring your technical acumen to a company that values ownership and innovation, we want to hear from you. Apply today and help shape the future of digital asset management and AI‑powered media solutions at brighthush.