Provides technical application support between Customer Success and Engineering. Responsibilities include debugging customer issues, investigating data with SQL, creating reports, documenting fixes, maintaining Retool tools, supporting integrations with Vitally, Zapier, and Sentry, improving testing processes, and exploring AI-enabled workflow improvements. The role requires strong troubleshooting, communication, prioritization, and the ability to translate technical issues for non-technical stakeholders.
About Bright Software Group
At Bright, we are powering the digital practice of tomorrow – today.
We deliver products that help accountants, payroll bureaus, and businesses across the UK and Ireland work smarter and win more. Our innovative solutions and outstanding customer experiences enable our customers to run their businesses efficiently and serve their customers brilliantly.
We believe understanding is the difference between working and winning.
The Role
This role sits within Engineering and works day-to-day alongside Customer Success, acting as the technical bridge between the two teams. The Application Technical Support Engineer is the go-to person for customer-reported issues – debugging problems, interrogating data, building internal tooling, and making sure nothing falls between the cracks. It suits someone who enjoys variety and is comfortable moving between technical investigation and non-technical conversation.
You will thrive in this role if you have solid SQL experience, strong problem-solving instincts, and you are energised by a fast-paced environment where no two days look the same.
At Bright, we are powering the digital practice of tomorrow – today.
We deliver products that help accountants, payroll bureaus, and businesses across the UK and Ireland work smarter and win more. Our innovative solutions and outstanding customer experiences enable our customers to run their businesses efficiently and serve their customers brilliantly.
We believe understanding is the difference between working and winning.
The Role
This role sits within Engineering and works day-to-day alongside Customer Success, acting as the technical bridge between the two teams. The Application Technical Support Engineer is the go-to person for customer-reported issues – debugging problems, interrogating data, building internal tooling, and making sure nothing falls between the cracks. It suits someone who enjoys variety and is comfortable moving between technical investigation and non-technical conversation.
You will thrive in this role if you have solid SQL experience, strong problem-solving instincts, and you are energised by a fast-paced environment where no two days look the same.
What You'll Do
Technical Support & Investigation
- Act as the primary technical point of contact for Customer Success, translating between customer-facing and engineering teams
- Debug and replicate customer-reported issues to identify root causes
- Write SQL statements to pull data and build reports for internal and customer use
- Document known issues, fixes, and workarounds for the wider team, maintaining thorough and accurate records throughout
Tooling & Integrations
- Build and maintain internal tools (currently Retool) to support Customer Success workflows
- Support integrations across platforms including Vitally, Zapier, and Sentry
- Contribute to improving testing processes to catch issues earlier in the cycle
- Manage multiple tasks in parallel, prioritising effectively and delivering on time
AI & Continuous Improvement
- Explore and embed AI tools into day-to-day support workflows, making better use of data and working more efficiently
- Stay informed on emerging technologies and share insights with the team on where tools could streamline routine workflows
What We're Looking For
Essential
- At least two years of professional experience in a technical support, application support, or comparable hybrid technical role
- Confident in SQL – able to write and interpret queries independently
- Strong troubleshooting and problem-solving skills; comfortable working through ambiguity
- Able to communicate technical concepts clearly to non-technical stakeholders
- Right to live and work in the UK
- Comfortable working alongside AI tools; curious about how technology can make you better at your job
Desirable
- Experience with PostgreSQL
- Familiarity with Retool or similar low-code internal tooling platforms
- Experience with integration or monitoring tools such as Vitally, Zapier, or Sentry
- Python scripting or automation experience
- Degree in Computer Science, Software Engineering, or a related field
Working At Bright
Bright builds software that genuinely makes people’s working lives easier. We’re proud of what we do and that purpose shapes how we work together internally.
But honestly, the first thing people mention is the culture. It’s collaborative, it’s human, and we’ve managed to keep that as we’ve grown. People are genuinely looked after here and that’s not just something we say. Bright is where curious people thrive.
You get real autonomy to learn, grow, and make an impact. And right now, is a genuinely exciting time to join. We are growing fast, investing heavily in AI, and that creates real opportunity for the business and for the people in it.
But honestly, the first thing people mention is the culture. It’s collaborative, it’s human, and we’ve managed to keep that as we’ve grown. People are genuinely looked after here and that’s not just something we say. Bright is where curious people thrive.
You get real autonomy to learn, grow, and make an impact. And right now, is a genuinely exciting time to join. We are growing fast, investing heavily in AI, and that creates real opportunity for the business and for the people in it.
About
Bright is built around brilliant people doing brilliant work, and we invest in making sure the environment matches that ambition. You’ll have genuine flexibility in how you work, backed by modern practices that adapt to how work actually gets done today. We recognise and celebrate strong performance, support your wellbeing, and give you real opportunities to grow, not just in role, but in career. We’re proud of the culture we’ve built. It’s high-trust, high-expectation, and focused on doing great work. That’s Bright
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