Senior Customer Reliability Engineer – Industrial AI Control Systems & Post‑Implementation Support at brighthush

About brighthush

brighthush is redefining the future of industrial automation. In today’s world, factories, power plants, and commercial buildings still run on static, monolithic control systems that have been hard‑coded for decades. This legacy architecture locks facilities into rigid operational patterns, preventing them from adapting to changing conditions and causing performance to degrade over time.

Our mission is to liberate industrial operations from these constraints by delivering AI‑powered control systems that learn, adapt, and continuously improve. By leveraging reinforcement learning algorithms, we transform raw sensor data into high‑value actions and decisions that optimize energy use, reduce downtime, and unlock new levels of operational excellence.

At brighthush, we focus on industrial applications that are richly sensorized and have measurable key performance indicators (KPIs) – the perfect environment for reinforcement learning. We empower domain experts to configure AI agents without writing code, allowing them to define the desired outcomes and let our platform handle the complexity.

Our track record speaks for itself. From achieving superhuman performance with AlphaGo to cutting the energy required to cool data centers by 40%, we have deep expertise in applying AI to some of the toughest real‑world problems. This experience fuels our confidence that we can deliver transformative value to every industrial customer we serve.

Role Overview

As a Senior Customer Reliability Engineer at brighthush, you will be the technical liaison for our deployed sites. You will manage a portfolio of named accounts in post‑implementation support, acting as the first line of triage, monitoring Prism Insights, diagnosing facility anomalies, and closing the loop with customers when action is required. You will operate as an extension of the customer’s operations team, working closely with Technical Program Managers, Solutions Engineers, Data Scientists, and Account Executives to keep sites healthy, drive Prism adoption, and surface patterns that make brighthush smarter at scale.

We are looking for teammates based in the United States or Canada who embody our core values of Agency, Velocity, Craft, and Truth.

Key Responsibilities

• Customer Advocacy: Serve as the primary technical point of contact for assigned accounts, ensuring rapid response to incidents and proactive communication of insights.
• Prism Insights Management: Monitor real‑time dashboards, analyze alerts, triage anomalies, and diagnose root causes across multiple facilities.
• Operational Integration: Act as an extension of the customer’s facility operations team, translating technical findings into actionable recommendations.
• Account Ownership: Own a portfolio of named accounts, track weekly findings, and maintain detailed documentation of incidents and resolutions.
• Value Creation: Identify opportunities for process improvement, cost savings, and performance gains, and collaborate with the product team to deliver solutions.
• Product Feedback Loop: Work closely with Data Scientists and Product Managers to define product requirements based on customer needs and operational data.
• Cross‑Functional Collaboration: Partner with other Customer Reliability Engineers to share best practices and scale automated tools across thousands of customers.
• On‑Site Support (Optional): Travel to customer sites for advanced training, troubleshooting, and relationship building when warranted.

Essential Qualifications

• Deep knowledge of chiller plant fundamentals, configurations, and operational sequences.
• Strong understanding of electrical power distribution systems.
• Applied thermodynamics expertise for cooling, refrigeration, and hydronic systems.
• Experience designing, programming, or working with industrial control systems and protocols such as BACnet and Modbus.
• Familiarity with data center controls and cooling methodologies.
• Proficiency with air‑side chilled water and direct expansion cooling systems.
• Track record of collaborating with data center operations teams to solve field‑level challenges.
• Passion for solving complex problems with scalable, repeatable solutions.
• Ability to translate customer‑stated and implied needs into clear documentation for the software development team.
• Solid educational background in Mechanical Engineering, Computer Science, Software Engineering, Control Theory, Applied Mathematics, or related disciplines.
• Python scripting skills (collaborating with software engineers to implement Prism features).
• Excellent communication skills – able to explain domain‑specific concepts to non‑experts and AI/ML concepts to non‑technical stakeholders.
• Alignment with brighthush values: Agency, Velocity, Craft, and Truth.

Preferred Qualifications

• Experience with Scrum and Agile methodologies.
• History of rapidly prototyping new technologies and turning them into commercially viable products.
• Experience building, owning, and operating engineered and programmed systems.
• Background in cloud services and platform operations.
• Hands‑on experience applying AI, ML, and LLMs to control applications.
• Proficiency in statistics, analytics, and data‑driven decision making.
• Experience solving domain‑relevant optimization problems.

Skills & Competencies

• Technical Acumen: Mastery of industrial control protocols, thermodynamics, and power distribution.
• Analytical Thinking: Ability to dissect complex incidents and derive actionable insights.
• Communication: Clear, concise, and persuasive communication with both technical and non‑technical audiences.
• Collaboration: Proven ability to work effectively across cross‑functional teams.
• Customer‑Centric Mindset: Deep empathy for customer challenges and a relentless drive to deliver value.
• Continuous Learning: Commitment to staying current with emerging AI, automation, and industrial trends.

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. You will have access to:

• Structured onboarding that immerses you in our platform, processes, and culture.
• Mentorship from senior engineers, data scientists, and product leaders.
• Hands‑on experience with cutting‑edge reinforcement learning and AI control systems.
• Opportunities to lead cross‑functional initiatives and shape product direction.
• Regular training sessions, workshops, and conference sponsorships.
• Clear career pathways to senior engineering, technical program management, or product leadership roles.

Work Environment & Culture

brighthush is a 100% remote company that embraces a documentation‑first, asynchronous communication culture inspired by industry leaders. We prioritize:

• Transparent, well‑documented processes that enable collaboration across time zones.
• Weekly all‑hands meetings to align on strategy and celebrate wins.
• Virtual team‑building activities and social events to foster camaraderie.
• Flexibility that empowers you to work when you’re most productive.
• A culture of agency, velocity, craft, and truth that encourages ownership, rapid iteration, technical excellence, and honesty.

Compensation & Benefits

Competitive base salary ranges (adjusted by metro tier) plus meaningful equity. Additional benefits include:

• Medical, dental, and vision insurance (region‑specific).
• Unlimited paid time off with a minimum of 20 days per year.
• Paid parental leave (region‑specific).
• Flexible stipends for workspace, wellness, and professional development.
• Company‑supplied MacBook and hardware support.
• Professional development budget and training resources.
• Regular performance reviews and career advancement discussions.

Onboarding Roadmap

First 30 Days

• Familiarize yourself with the brighthush handbook and commissioning playbooks.
• Master Prism end‑to‑end: Insights, alarms, and daily customer views.
• Review site documentation and operational sequences for your accounts.
• Shadow Customer Reliability Engineers and Technical Program Managers on calls and reviews.

First 60 Days

• Take over Prism Insights triage for part of your portfolio with peer review.
• Deliver weekly findings reports for your accounts.
• Share anomalies directly with customer operations teams and provide support.
• Partner with a Data Scientist on at least one deep root‑cause investigation.

First 90 Days

• Own your full account portfolio independently.
• Take a customer issue from detection through confirmed resolution.
• Translate a customer need into a written product requirement for the Product team.
• Identify a recurring pattern across accounts and propose a scalable fix (e.g., automated check or Python script).

Interview Process

All interviews are conducted via Google Meet with an active camera. The process includes:

• 30‑minute People Operations screening.
• 60‑minute meeting with the Hiring Manager.
• 30‑minute Data Science interview.
• 30‑minute session with a current Customer Reliability Engineer.
• 30‑minute culture fit interview with a brighthush co‑founder.

We use brighthush as our hiring platform, and an AI notetaker records the conversation to allow interviewers to focus on the dialogue.

Equal Opportunity Employment

brighthush is an Equal Opportunity Employer. We evaluate candidates solely on merit, competence, and qualifications, without regard to race, color, religion, gender, national origin, veteran status, disability, age, sexual orientation, gender identity, marital status, or any other protected characteristic. We welcome diversity and strive to create an inclusive environment for all employees.

Remote Work & Collaboration

We adopt proven best practices for remote collaboration, prioritizing asynchronous communication, clear documentation, and regular synchronous touchpoints. Our culture encourages independence while maintaining close connections through Slack, video conferencing, and virtual team events.

Legal & Compliance

brighthush participates in E‑Verify. All U.S. employees must provide Form I‑9 documentation for work authorization. We do not sponsor visas; candidates requiring sponsorship are not eligible for hire.

How to Apply

Ready to join a team that is reshaping industrial automation? Submit your application through our careers portal. The role will remain open until filled.

We do not accept applications from recruiters.

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