Welcome to brighthush – Pioneering Sustainable Dairy Technology
At brighthush, we are redefining the future of food production by marrying cutting‑edge digital solutions with a deep commitment to sustainability, animal welfare, and farmer profitability. With nearly a century of industry experience, our mission is clear: make sustainable food production possible for every farmer, every community, and every consumer. As a global leader in dairy technology, we empower farmers worldwide with data‑driven insights, automated workflows, and cloud‑connected devices that streamline operations, reduce waste, and enhance animal health.
Why This Role Matters
In an era where agriculture is rapidly evolving, the ability to deliver reliable, high‑quality support to a worldwide customer base is essential. As a Global Customer Support Engineer – Associate, you will be the first line of defense for our digital products, ensuring that farmers can focus on raising healthy livestock while we handle the technical challenges. Your work will directly impact food security, environmental stewardship, and the resilience of farming communities.
Key Responsibilities
As a member of the Global Support Team, your day‑to‑day activities will revolve around maintaining the health and performance of our cloud‑based services. You will collaborate with Product Management, DevOps, Engineering, and regional support teams to deliver exceptional service to our customers.
- Incident Management: Monitor, triage, and resolve incidents related to digital products and services, ensuring minimal downtime for our users.
- Technical Support: Provide first‑line support to internal teams and field technicians, translating complex technical issues into clear, actionable solutions.
- Escalation Coordination: Escalate complex problems to Product, DevOps, and Engineering, and coordinate cross‑functional resolution efforts.
- Root Cause Analysis: Conduct thorough investigations to identify underlying causes of incidents and recommend preventive measures.
- Performance Monitoring: Continuously monitor system performance and service health, using dashboards and alerts to pre‑emptively address potential issues.
- Knowledge Management: Contribute to the creation and maintenance of support documentation, knowledge base articles, and troubleshooting guides.
- Global Collaboration: Work seamlessly with colleagues across multiple countries and time zones, fostering a culture of shared learning and rapid problem resolution.
Essential Qualifications
We are looking for early‑career engineers or technical professionals who are eager to grow and thrive in a fast‑paced, customer‑centric environment.
- Education: Bachelor’s degree in Engineering, Information Technology, Computer Science, or a related discipline, or equivalent hands‑on experience.
- Experience: Prior exposure to technical support, application support, service operations, or a similar role.
- Analytical Skills: Strong problem‑solving abilities, with a methodical approach to troubleshooting and root cause analysis.
- Communication: Excellent written and verbal communication skills in English, with the ability to explain technical concepts to non‑technical stakeholders.
- Independence & Collaboration: Ability to work autonomously while actively collaborating with global teams and stakeholders.
- Customer‑Focused: A genuine passion for helping customers succeed and a commitment to delivering high‑quality service.
Preferred Qualifications
While not mandatory, the following skills and experiences will give you a competitive edge:
- Experience with ticketing and incident management platforms such as ServiceNow, Zendesk, or Jira Service Management.
- Familiarity with cloud‑based technologies (AWS, Azure, GCP) and monitoring tools (Prometheus, Grafana, Datadog).
- Exposure to DevOps practices, CI/CD pipelines, and containerization (Docker, Kubernetes).
- Knowledge of the dairy industry, including farm operations, herd management, and agricultural data standards.
- Experience working in a remote or distributed team environment.
Skills & Competencies
Success in this role requires a blend of technical acumen, soft skills, and a growth mindset:
- Technical Proficiency: Comfortable with troubleshooting network, database, and application issues; basic scripting knowledge (Python, Bash) is a plus.
- Analytical Thinking: Ability to dissect complex problems, identify patterns, and propose scalable solutions.
- Communication: Clear, concise communication in both written and verbal formats; adept at creating documentation and knowledge base content.
- Collaboration: Strong teamwork orientation, with a willingness to share knowledge and support colleagues across time zones.
- Adaptability: Comfortable with rapid change, new technologies, and evolving customer needs.
- Customer Empathy: A genuine desire to understand and solve customer pain points.
Career Growth & Learning Opportunities
At brighthush, we believe that continuous learning is the cornerstone of innovation. As a Global Customer Support Engineer – Associate, you will:
- Receive structured onboarding and mentorship from senior engineers and product leaders.
- Participate in cross‑functional projects that expose you to product development, DevOps, and data analytics.
- Access a wealth of internal training resources, including online courses, certifications, and workshops.
- Be encouraged to attend industry conferences, webinars, and hackathons to stay ahead of emerging trends.
- Progress into roles such as Senior Support Engineer, Technical Account Manager, or Product Support Lead, with clear career pathways and promotion criteria.
Work Environment & Company Culture
brighthush thrives on a culture that values transparency, collaboration, and a shared commitment to sustainability. Key highlights include:
- Remote‑First Flexibility: Work from anywhere in Australia (or globally, if you qualify) with a fully equipped home office stipend.
- Inclusive Community: A diverse workforce that celebrates different perspectives and backgrounds.
- Employee Well‑Being: Comprehensive wellbeing programs, including mental health support, flexible working hours, and regular virtual team events.
- Innovation Hub: Access to cutting‑edge tools, cloud platforms, and a culture that encourages experimentation and rapid iteration.
- Social Impact: Every project you work on directly contributes to more sustainable farming practices and improved animal welfare.
Compensation, Perks, and Benefits
While specific figures may vary based on experience and location, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with market rates for entry‑level support engineers.
- Performance‑based bonus opportunities.
- Superannuation (retirement) contributions.
- Fully funded laptop, monitor, and mobile phone.
- Health and dental insurance options.
- Employee Assistance Program (EAP) for mental health and wellbeing.
- Paid time off, including public holidays and additional vacation days.
- Professional development budget for certifications, courses, and conferences.
- Annual team retreats and virtual social events.
How to Apply
If you are passionate about technology, thrive in a customer‑centric environment, and want to make a tangible impact on sustainable food production, we would love to hear from you.
Ready to join a forward‑thinking team that is redefining dairy farming? Apply now and help shape the future of dairy technology at brighthush.
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