About Brighthush

Brighthush is a trailblazer in incrementality‑based media measurement and optimization, empowering leading brands to unlock the true value of their advertising spend. Since 2017, our AI‑driven, all‑in‑one platform has helped marketers manage, test, plan, and optimize more than $35 billion in full‑funnel media investments. By combining automated experimentation, media mix modeling, and deep industry expertise, Brighthush delivers unparalleled accuracy, efficiency, and ROI for our clients.

Our mission is simple: give marketers the clarity they need to prove incremental impact and make data‑driven decisions with confidence. We do this by building cutting‑edge technology, fostering a culture of continuous learning, and placing our people at the heart of everything we build.

Why Join Brighthush?

• Impact at Scale: Work on a platform that influences billions of dollars in media spend across the globe.
• Remote‑First Flexibility: 100% remote work with a fully distributed team spanning multiple time zones.
• Growth & Development: Structured mentorship, learning paths, and the opportunity to lead cross‑functional initiatives.
• Inclusive Culture: A diverse, curious, and collaborative environment where every voice is heard.
• Competitive Rewards: Total compensation package that includes base salary, performance bonuses, equity, and comprehensive benefits.

Role Overview

As a Senior Technical Customer Support Specialist at Brighthush, you will be the linchpin between our customers and the engineering team. You will own the resolution of escalated technical issues, mentor junior support staff, and drive operational excellence across the support organization. Your deep product knowledge, analytical mindset, and leadership skills will enable you to elevate the customer experience, streamline processes, and shape the future of our support operations.

Key Responsibilities

• Advanced Technical Support & Escalation Management
  • Own resolution of complex, escalated technical issues that require advanced troubleshooting and deep product expertise.
  • Diagnose and resolve sophisticated data integration problems, transformation errors, and multi‑platform data discrepancies.
  • Conduct advanced data validation using SQL queries to verify data accuracy, identify anomalies, and troubleshoot pipeline issues.
  • Serve as the escalation point for Technical Customer Support Analysts, resolving L2 technical requests.
  • Coordinate with Technical Support Engineers on highly complex issues, providing detailed analysis and customer context.
  • Manage critical incidents with composure, coordinating cross‑functional response and customer communication.
  • Resolve 40%+ of assigned tickets without further escalation through deep technical knowledge and problem‑solving expertise.
• Subject Matter Expertise & Technical Leadership
  • Develop deep expertise in Brighthush’s data pipelines, transformation logic, and platform architecture.
  • Stay current on product roadmap, upcoming features, and technical changes to proactively support customers.
  • Provide technical expertise during customer calls, implementation reviews, and strategic account discussions.
  • Partner with Product and Engineering teams to understand technical architecture and translate it into customer‑facing guidance.
  • Contribute to technical documentation, troubleshooting guides, and knowledge base articles.
  • Lead regular knowledge‑sharing sessions on day‑to‑day topics, new features, and troubleshooting techniques.
  • Model excellence in customer communication, technical depth, and operational discipline.
• Knowledge Management & Documentation
  • Create and maintain troubleshooting guides, technical runbooks, and process documentation.
  • Participate in the development of customer‑facing knowledge base articles for relevant topics and common scenarios.
  • Maintain a repository of escalation patterns, edge cases, and advanced solutions.
• Process Improvement & Operational Excellence
  • Identify opportunities to streamline support workflows, reduce escalations, and improve efficiency.
  • Lead initiatives to improve first‑contact resolution rates and reduce average handle time.
  • Contribute to support operations projects including workflow optimization, automation, and tooling improvements.
  • Implement and refine escalation protocols that balance efficiency with appropriate technical oversight.
  • Drive continuous improvement in support quality, customer satisfaction, and operational metrics.
  • Leverage AI to create an agentic approach across applicable operations.
• Customer Partnership & Relationship Management
  • Build trusted relationships with key customer stakeholders through consistent, expert support.
  • Conduct proactive outreach to customers with complex accounts to prevent issues and ensure platform success.
  • Participate in strategic customer calls to provide technical expertise and build confidence.
  • Translate complex technical concepts into clear, customer‑friendly explanations.
  • Manage customer expectations during complex issue resolution with transparency and professionalism.
  • Gather and synthesize customer feedback to inform product improvements and support enhancements.
• Cross‑Functional Collaboration
  • Partner closely with Customer Success teams on technical issues affecting retention, expansion, and customer health.
  • Collaborate with Solutions Engineers on complex implementation issues and post‑launch support.
  • Work with Product team to communicate customer pain points, feature requests, and usability feedback.
  • Partner with Engineering on bug reports, technical deep‑dives, and platform improvement initiatives.
  • Contribute to cross‑functional projects that improve customer experience and platform reliability.

Ideal Experience & Qualifications

• Experience
  • 3+ years of experience in technical support, customer support, or technical account management in B2B SaaS.
  • 1+ years of demonstrated expertise as a support team member or subject matter expert.
  • Strong technical proficiency in data platforms, SQL, APIs, and integrations with hands‑on troubleshooting experience.
  • Experience with marketing technology platforms including advertising platforms (Facebook, Google, TikTok) and analytics tools (GA4, Adobe Analytics).
  • Proven ability to diagnose and resolve complex technical issues including data pipeline problems, integration errors, and platform bugs.
  • Expert‑level proficiency with ticketing systems (Zendesk, Intercom) including advanced features, automation, and reporting.
  • Track record of driving process improvements that measurably improve team efficiency or customer satisfaction.
  • Excellent written and verbal communication skills with the ability to explain technical concepts to diverse audiences.
  • Customer‑first mindset with proven ability to build trusted relationships through expert support.
  • Experience managing critical incidents and coordinating cross‑functional response.
  • BA/BS preferred; background in a technical field, data analytics, or related discipline.
• Technical Skills
  • Basic to intermediate SQL proficiency for querying databases, validating data transformations, and diagnosing data quality issues.
  • Understanding of ETL/ELT pipelines, data warehouses, and data integration patterns.
  • Experience with APIs and integrations including troubleshooting authentication, rate limits, and error handling.
  • Familiarity with data visualization tools (Tableau, Looker, Mode) for validating outputs and investigating discrepancies.
  • Understanding of cloud data platforms (Snowflake, BigQuery, Databricks) and modern data stack.
  • Ability to read and interpret technical logs, error messages, and system diagnostics.
  • Knowledge of marketing analytics concepts including attribution, incrementality measurement, and media mix modeling.
  • Experience with scripting or data analysis tools (Python, R) is a plus.
  • Understanding of data privacy regulations (GDPR, CCPA) and implications for marketing data.
  • Comfortable handling requests from 25+ clients and resolving them within expected SLA.
• Leadership & Coaching
  • Proven ability to mentor and develop junior team members with measurable impact on their performance.
  • Strong coaching instincts with the ability to guide others through complex problem‑solving.
  • Knowledge‑sharing mindset that elevates team capabilities through documentation and training.
  • Comfortable providing constructive feedback that helps team members grow.
  • Leads by example, modeling excellent customer communication, technical rigor, and operational discipline.
  • Collaborative leadership style that inspires confidence and builds team cohesion.
• Personal Characteristics
  • Technical Expert: Deep curiosity about how systems work with a commitment to continuous technical learning.
  • Customer Champion: Passionate about delivering exceptional experiences and building customer trust.
  • Team Leader: Natural inclination to help others succeed and elevate collective performance.
  • Strategic Thinker: Sees beyond individual tickets to identify patterns, systemic issues, and improvement opportunities.
  • Clear Communicator: Translates technical complexity into clarity for customers and team members alike.
  • Ownership Mindset: Takes full accountability for issue resolution and team success.
  • Calm Under Pressure: Maintains composure and clarity during critical incidents and high‑stakes situations.
  • Continuous Improver: Proactively identifies and drives improvements to processes, documentation, and team capabilities.
  • Coachable: Receptive to feedback and committed to continuous improvement.
  • Leads with integrity and embraces diversity in all forms.

Career Growth & Learning Opportunities

At Brighthush, we believe that the best talent thrives when they are challenged, supported, and given clear pathways to advance. As a Senior Technical Customer Support Specialist, you will:

• Lead high‑impact projects that shape the future of our support platform.
• Mentor a growing team of support analysts, helping them reach their full potential.
• Collaborate with Product, Engineering, and Customer Success to influence product roadmap and customer experience.
• Participate in leadership development programs, including public speaking, project management, and cross‑functional collaboration.
• Access a curated learning library covering data engineering, cloud architecture, AI/ML, and marketing technology.
• Earn certifications in SQL, cloud platforms, and data analytics to bolster your professional profile.

Work Environment & Culture

Brighthush is built on a foundation of trust, curiosity, and continuous improvement. Our distributed team thrives on:

• Remote‑First Flexibility: Work from anywhere while staying connected through daily stand‑ups, weekly syncs, and asynchronous communication.
• Inclusive Collaboration: A culture that celebrates diverse perspectives and encourages open dialogue.
• Data‑Driven Decision Making: Leverage analytics, metrics, and experimentation to drive product and process improvements.
• AI‑Powered Innovation: Use AI tools to augment agent capabilities, automate routine tasks, and uncover insights.
• Community & Giving Back: Participate in Brighthush for Good initiatives, volunteering, and community outreach.

Compensation & Benefits

We offer a competitive total rewards package designed to attract, retain, and motivate top talent:

• Base Salary: Market‑competitive, commensurate with experience.
• Performance Bonus: Quarterly bonuses tied to individual and company performance.
• Equity: Stock options that align your success with Brighthush’s growth.
• Health & Wellness: Comprehensive medical, dental, and vision coverage; mental health resources.
• Retirement Plan: 401(k) with company match.
• Paid Time Off: Flexible PTO, sick leave, and paid holidays.
• Remote Work Allowance: Home office stipend and equipment support.
• Professional Development: Budget for conferences, courses, and certifications.
• Community & Volunteering: Paid volunteer days and support for charitable initiatives.

How to Apply

If you are a seasoned technical support professional with a passion for data, marketing technology, and customer success, we want to hear from you. Bring your expertise, curiosity, and leadership spirit to Brighthush and help us shape the future of media measurement.

Ready to make a difference? and join a team that values innovation, collaboration, and customer impact.