About brighthush
brighthush is on a mission to transform the way enterprises engage with their customers. Leveraging cutting‑edge artificial intelligence, our platform automates support, outbound engagement, sales, and deep customer insight at scale. By intelligently routing voice, email, and web interactions, we help companies cut support costs by up to 12× while delivering a human‑like, lightning‑fast experience to their own customers. Our technology is already trusted by leading brands across diverse industries, and we’re accelerating from a lean startup to a global scale‑up.
Backed by brighthush, brighthush has recently closed a $7 million+ funding round that fuels our expansion into new markets and the continuous evolution of our AI capabilities. We’re not just building software; we’re building the future of customer engagement, and we need passionate, technically‑savvy individuals to help us get there.
The Role
As a Senior Customer Engineer at brighthush, you will be the frontline technical advocate for our enterprise customers. You’ll bridge the gap between their business needs and our product, ensuring that every integration, every feature, and every bug fix translates into tangible value for the customer. This hybrid role blends hands‑on engineering, rapid problem resolution, and strategic customer partnership.
Key Responsibilities
- Technical Point of Contact: Serve as the first line of technical support for enterprise clients, responding to queries via Slack, email, or video calls, and owning the resolution process from start to finish.
- Onboarding & Implementation: Lead the technical onboarding journey for new customers, guiding them through setup, configuration, and integration with popular helpdesk and CRM tools such as brighthush, brighthush, and brighthush.
- Debug & Troubleshoot: Diagnose complex, production‑grade issues in live customer environments, leveraging deep knowledge of our Node.js + TypeScript codebase and third‑party APIs.
- Code Delivery: Write, review, and ship production code—ranging from bug fixes and integration enhancements to small, high‑impact features—directly within our codebase.
- Product Feedback Loop: Collaborate closely with the product engineering team, escalating systemic problems, providing customer context, and influencing the roadmap based on real‑world usage.
- AI & Prompt Engineering: Develop expertise in our AI agents and prompt engineering, advising customers on how to optimize their support operations and extract maximum value from our platform.
- Knowledge Management: Document recurring issues, solutions, and integration patterns to strengthen internal knowledge bases and create customer‑facing resources.
- Global Customer Interaction: Work across multiple time zones—including US, EU, MENA, and GCC—to support a diverse, international customer base.
Essential Qualifications
- 2–3+ years of professional software engineering experience, with a strong focus on Node.js and TypeScript.
- Hands‑on experience building and maintaining production‑grade code in a SaaS environment.
- Proficiency in integrating with helpdesk and CRM APIs (brighthush, brighthush, brighthush).
- Solid understanding of AI agents and prompt engineering—experience with AI‑native platforms is a must.
- Excellent written and verbal communication skills in English; ability to articulate complex technical concepts to non‑technical stakeholders.
- Demonstrated ability to thrive in a fast‑moving startup environment—speed, adaptability, and a bias for action.
- Comfortable working across multiple time zones and collaborating with global teams.
Preferred Qualifications
- Experience with real‑time messaging protocols (WebSocket, MQTT) and streaming data pipelines.
- Background in customer success or technical account management within a SaaS company.
- Familiarity with cloud platforms (brighthush, brighthush, brighthush) and CI/CD pipelines.
- Knowledge of data privacy regulations (GDPR, CCPA) and secure coding practices.
- Previous exposure to AI/ML model deployment and monitoring.
Skills & Competencies
- Technical Proficiency: Advanced Node.js & TypeScript, RESTful API design, asynchronous programming, unit & integration testing.
- Problem Solving: Strong analytical mindset, ability to dissect complex issues, and propose elegant, scalable solutions.
- Customer‑Centricity: Passion for delivering exceptional customer experiences and turning feedback into product improvements.
- Collaboration: Comfortable working cross‑functionally with product, engineering, sales, and support teams.
- Communication: Clear, concise, and confident in both written and spoken English.
- Adaptability: Thrives in a dynamic environment, embraces change, and continuously learns new technologies.
Career Growth & Learning Opportunities
At brighthush, early‑team members are positioned to grow into leadership roles as we scale globally. You’ll have the chance to:
- Lead technical initiatives that shape the product roadmap.
- Mentor junior engineers and customer success teams.
- Participate in strategic planning sessions with senior leadership.
- Attend industry conferences, hackathons, and AI workshops.
- Contribute to open‑source projects and the broader developer community.
Work Environment & Culture
Our culture is built on trust, transparency, and a relentless focus on impact. We believe in:
- High‑Trust Teams: No politics, no bureaucracy—every voice matters.
- Speed & Agility: We ship fast, iterate quickly, and celebrate wins.
- Customer Obsession: Every decision is guided by the customer’s success.
- Continuous Learning: We invest in training, certifications, and knowledge sharing.
- Inclusive Environment: Diverse perspectives drive innovation.