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About brighthush
brighthush is not just a medical technology company; it is a global movement that puts life at the center of everything we do. 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 empower clinicians to make the right decisions at the right moment through reliable, cutting‑edge technology.
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, 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.
- Data‑Driven Insights: Analyze support metrics, generate reports, and present findings to leadership to inform product strategy and operational improvements.
- Product Evangelism: Champion new product releases and feature updates by creating training materials, webinars, and in‑house workshops for both internal teams and external customers.
- Global Time‑Zone Coverage: Provide coverage across multiple time zones, ensuring that critical incidents are addressed promptly regardless of location.
Essential Qualifications
- Minimum of 2 years of customer or technical support experience, preferably in a healthcare or technology environment.
- Proficiency with brighthush operating systems and remote support tools.
- 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).
- Strong analytical mindset with a passion for problem‑solving and continuous improvement.
- Demonstrated ability to thrive in a fast‑paced, remote‑first environment.
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 technical support or related fields (e.g., CompTIA A+, ITIL Foundation, Microsoft Certified: Azure Fundamentals).
- Experience with customer success metrics, such as CSAT, NPS, and first‑contact resolution.
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.
- Communication: Clear, concise, and professional communication across all channels.
- Data Literacy: Comfortable interpreting metrics, generating reports, and using data to drive decisions.
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.
- Access to a global network of experts, conferences, and industry events.
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.
- Monthly cross‑departmental hackathons that encourage creative problem‑solving.
- Digital collaboration platforms that keep communication fluid and real‑time.
- A commitment to work‑life balance, with flexible scheduling and generous paid time off.
- Regular virtual coffee chats and informal meet‑ups to build camaraderie.
- Inclusive hiring practices that celebrate diverse perspectives and backgrounds.
- Community outreach programs that allow employees to volunteer in local health initiatives.
Compensation, Perks, and Benefits
While the exact salary range will be discussed during the interview process, brighthush offers a competitive compensation package that reflects your experience and the critical nature of your role. In addition to a base salary, you can expect:
- Performance‑based bonuses tied to customer satisfaction metrics and support efficiency.
- Health, dental, and vision insurance plans with comprehensive coverage.
- 401(k) matching to help you plan for the future.
- Unlimited paid time off to recharge and maintain a healthy work‑life balance.
- Professional development stipend for courses, certifications, or conferences.
- Access to a state‑of‑the‑art remote work setup, including ergonomic equipment and high‑speed internet reimbursement.
- Employee wellness programs, including mental health resources and virtual fitness classes.
- Annual company retreats and team‑building events.
How to Apply
If you are passionate about delivering world‑class technical support, thrive in a fast‑paced, mission‑driven environment, and want to make a tangible difference in patient care, we encourage you to apply. Join brighthush and help us keep the world’s hearts beating stronger.
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