About brighthush
brighthush is more than a medical technology company; it is a global movement dedicated to saving lives. From high‑performance defibrillators that deliver critical shocks in seconds to advanced patient monitoring platforms that give clinicians real‑time insights, our products are trusted by hospitals, emergency response teams, and private practices worldwide. Every heartbeat matters, and at brighthush we ensure that technology empowers clinicians to make the right decisions at the right moment.
Founded on curiosity, collaboration, and uncompromising quality, brighthush has evolved from a small startup into a worldwide leader in medical technology. We believe that breakthrough innovation thrives when people from diverse backgrounds come together, which is why we champion a culture of inclusion, transparency, and continuous learning. Our remote‑first philosophy gives teams the freedom to work from anywhere while staying tightly connected through digital collaboration tools, virtual town halls, and cross‑functional projects.
Why This Role Matters
Customer experience is the heartbeat of brighthush. As a Senior Remote Customer Experience Engineer, you will be the frontline ambassador who translates complex technical knowledge into clear, compassionate support for our users. From troubleshooting software glitches to guiding clinicians through device setup, you will play a pivotal role in ensuring that our customers feel confident, informed, and valued. Your expertise will directly influence patient outcomes and shape the future of emergency care.
Key Responsibilities
- Customer Interaction: Deliver exceptional, timely support via phone, chat, and email to a diverse customer base, including hospitals, EMS agencies, and individual clinicians.
- Technical Troubleshooting: Diagnose and resolve issues related to brighthush operating systems, SQL queries, remote support tools (e.g., brighthush, brighthush), and brighthush integrations. Escalate complex problems to engineering or product teams when necessary.
- Documentation & Knowledge Management: Accurately record all customer interactions in brighthush, ensuring data integrity and compliance with industry standards. Contribute to the creation and refinement of knowledge base articles.
- Process Improvement: Identify recurring pain points and propose solutions to enhance support workflows, reduce resolution times, and improve overall customer satisfaction.
- Collaboration: Work closely with product, engineering, and sales teams to provide feedback on product usability and customer pain points.
- Compliance & Security: Adhere to HIPAA, GDPR, and other regulatory requirements when handling sensitive patient or organizational data.
- Mentorship & Leadership: Mentor junior support engineers, share best practices, and lead initiatives that elevate the support team's skill set.
Essential Qualifications
- Minimum of 2 years of customer or technical support experience, preferably in a healthcare or technology environment.
- Proficiency with brighthush, brighthush operating systems, and remote support tools (e.g., brighthush, brighthush).
- Hands‑on experience with SQL databases and basic query writing.
- Strong familiarity with brighthush CRM, including case management and reporting.
- Excellent verbal and written communication skills in English.
- Ability to work flexible hours within the 7 am–8 pm window to accommodate customers across multiple time zones.
- Must reside in either Atlanta, GA or San Jose, CA (or be willing to relocate to one of these locations).
Preferred Qualifications
- Experience in a medical device or life‑support technology support role.
- Knowledge of HIPAA regulations and secure handling of protected health information.
- Previous exposure to troubleshooting embedded systems or IoT devices.
- Multilingual capabilities, especially Spanish or Mandarin, to serve a broader customer base.
- Certifications in brighthush, brighthush, or related technical support credentials.
Core Skills & Competencies
- Technical Aptitude: Quick learner who can navigate complex software and hardware environments.
- Problem‑Solving: Analytical thinker who can isolate root causes and devise effective solutions.
- Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help customers succeed.
- Time Management: Ability to juggle multiple tickets, prioritize tasks, and meet SLA targets.
- Team Collaboration: Strong interpersonal skills to work cross‑functionally with engineering, product, and sales.
- Adaptability: Comfortable with rapid change, new tools, and evolving product features.
Career Growth & Learning Opportunities
At brighthush, we are committed to your professional development. As a Senior Remote Customer Experience Engineer, you will have access to:
- Structured onboarding and mentorship programs that accelerate your learning curve.
- Regular training sessions on new product releases, advanced troubleshooting techniques, and industry best practices.
- Clear career pathways to roles such as Technical Support Engineer, Product Specialist, or Customer Success Manager.
- Cross‑functional projects that expose you to product development, quality assurance, and regulatory compliance.
- Annual performance reviews with actionable feedback and growth plans.
- Opportunities to lead initiatives that shape the support organization’s future.
Work Environment & Company Culture
brighthush thrives on a culture of innovation, transparency, and inclusivity. Even though you’ll be working remotely, you’ll feel part of a tight‑knit community through:
- Weekly virtual town halls and Q&A sessions with leadership.
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