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About brighthush
brighthush is at the forefront of the next wave of artificial intelligence, redefining how large language models learn the logic, semantics, and business context of modern enterprises. By combining Superalignment technology with relational knowledge graphs and proprietary neuro/symbolic‑relational reasoners, we deliver trustworthy decision intelligence that truly understands how a business operates and can reason across its data to drive better outcomes. Our globally distributed team of engineers, scientists, and builders is passionate about creating AI that is explainable, aligned, and grounded in reality. If you thrive on curiosity, complexity, and the challenge of building systems that bring true understanding to enterprise AI, brighthush is the place for you.
Why Join brighthush?
- Work from anywhere in the world – we’re a fully remote, distributed organization.
- Competitive salary, equity, and a comprehensive benefits package that includes health, dental, vision, and mental‑health support.
- Open PTO, flexible schedules, and recharge weeks to maintain work‑life balance.
- Learning stipend and access to cutting‑edge training resources.
- Transparent, inclusive culture that values curiosity, excellence, and impact.
- Regular virtual and in‑person team offsites, global events, and knowledge‑sharing sessions such as fireside chats and stand‑ups.
Position Overview
As a Customer Support Engineer at brighthush, you will be a critical member of our Customer Success organization, ensuring that our growing customer base receives the highest level of support and satisfaction. Your role will involve deep technical troubleshooting, collaborating with cross‑functional teams, and acting as a subject‑matter expert to continuously improve both our products and support processes.
Key Responsibilities
- Own the end‑to‑end resolution of customer support tickets, from triage to final resolution, ensuring timely and effective communication.
- Develop a comprehensive understanding of brighthush products, internal support workflows, and customer environments within the first 90 days.
- Serve as a subject‑matter expert in specific product areas, providing guidance to Field Engineering and Product Engineering teams.
- Collaborate closely with Sales, Product Management, and Engineering to identify root causes, propose fixes, and drive product enhancements.
- Leverage AI agents and automation tools to accelerate troubleshooting and recommend code optimizations for customers.
- Maintain and improve support documentation, knowledge bases, and best‑practice guides.
- Participate in on‑call rotations and occasional off‑hour support as required.
- Advise customers on best practices for integrating brighthush technology into their architecture, including Snowflake, Azure, and graph database environments.
- Provide proactive insights and recommendations to customers via email, phone, remote conferencing, and in‑person engagements.
- Track and report on key support metrics such as ticket volume, resolution time, and customer satisfaction scores.
Essential Qualifications
- 5+ years of experience in a technical customer‑facing support role, preferably in AI, data platforms, or enterprise software.
- B.S. or M.S. in Computer Science, Engineering, or a related technical field (strongly considered).
- Proven ability to troubleshoot complex technical issues using logs, stack traces, error messages, and sample code.
- Hands‑on experience with database technologies, including relational and graph databases.
- Proficiency in Python, SQL, and at least one other programming language.
- Experience working with cloud platforms such as Azure and data warehouses like Snowflake.
- Excellent written and verbal communication skills, with the ability to explain technical concepts to non‑technical stakeholders.
- Strong ownership mindset, taking responsibility for customer problems and driving them to resolution.
- Comfortable with on‑call duties and occasional off‑hour support.
- Passion for solving customer problems and a genuine curiosity to learn new technologies quickly.
Preferred Qualifications
- Experience with AI or machine‑learning platforms, especially large language models.
- Knowledge of neuro/symbolic reasoning or relational knowledge graph concepts.
- Familiarity with support tools such as Zendesk, Jira Service Desk, or similar ticketing systems.
- Background in customer success or account management within a technical environment.
- Experience mentoring junior support staff or leading process improvement initiatives.
Core Competencies & Skills
- Technical troubleshooting and root‑cause analysis.
- Customer‑centric mindset and empathy.
- Strong collaboration and cross‑functional communication.
- Process improvement and documentation.
- Adaptability to fast‑changing technology landscapes.
- Time management and prioritization of urgent vs. routine tickets.
- Proficiency with AI‑driven support tools and automation.
Career Growth & Learning Opportunities
At brighthush, we believe in continuous learning and career advancement. As a Customer Support Engineer, you will:
- Progress into senior support roles, team lead, or product ownership positions.
- Gain exposure to product development cycles, influencing the roadmap based on real‑world customer feedback.
- Participate in mentorship programs and leadership training.
- Attend industry conferences, workshops, and internal knowledge‑sharing sessions.
- Leverage our learning stipend to pursue certifications in cloud, AI, or data engineering.
Work Environment & Culture
Our culture at brighthush is built on transparency, collaboration, and a shared commitment to excellence. We celebrate diversity and inclusion, fostering an environment where every voice is heard. Our remote-first approach means you can work from anywhere, but we also host regular virtual and in‑person gatherings to build strong team bonds.
Compensation & Benefits
Base salary range: $140,000 – $160,000 (commensurate with experience). In addition to a competitive base, you will receive:
- Equity in the company.
- Health, dental, and vision insurance.
- Mental‑health support and counseling services.
- Generous paid time off, flexible schedules, and recharge weeks.
- Learning stipend for courses, certifications, and conferences.
- Global benefits package, including relocation assistance if needed.
How to Apply
If you are driven by curiosity, thrive in complex technical environments, and want to help shape the future of enterprise AI, we would love to hear from you. Submit your application through our careers portal and join brighthush in building the reasoning layer for the modern enterprise.
Equal Opportunity Statement
brighthush is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, gender identity or expression, marital status, national origin, disability, protected veteran status, race, religion, pregnancy, sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.
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