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About brighthush
brighthush is a pioneering technology firm that is reshaping how businesses move goods and data across the globe. Since its inception in 2014, we have built a cloud‑native platform that blends real‑time analytics, intelligent routing, and a collaborative ecosystem to empower supply‑chain partners with speed, transparency, and cost efficiency. With a vibrant community of over 400 professionals, our headquarters in Sunnyvale, California serves as a hub for innovation, creativity, and customer‑centric solutions that set new industry standards.
Our mission is simple yet powerful: to connect anyone, anywhere, to move things. Whether you are a small e‑commerce retailer or a multinational manufacturer, brighthush delivers the tools, insights, and support needed to streamline transportation, reduce costs, and deliver exceptional service to end‑customers. We believe technology should be intuitive, reliable, and always available—qualities that are reflected in every line of code, every support ticket, and every partnership we forge.
Why Join brighthush?
- Impactful Work – Your contributions directly influence the success of thousands of customers worldwide.
- Remote Flexibility – Work from anywhere in the United States while staying connected to a global team.
- Growth & Learning – Access to continuous training, mentorship, and clear career‑advancement pathways.
- Diverse Culture – A collaborative, inclusive environment that values diverse perspectives and ideas.
- Competitive Compensation – Base salary, discretionary bonus, comprehensive benefits, and potential equity.
Role Overview
As a Senior Remote Customer Support Engineer at brighthush, you will be the frontline guardian of our customers’ experience. You will diagnose and resolve complex product and integration issues, manage incidents within strict Service Level Agreements (SLAs), and collaborate closely with engineering, product, and site reliability teams to continuously improve our platform. Your technical expertise, analytical mindset, and customer‑first attitude will help us deliver flawless service and drive product excellence.
Key Responsibilities
- Own and manage customer‑reported product issues, ensuring resolution within defined SLAs.
- Perform root cause analysis and coordinate with engineering teams to drive issue resolution.
- Diagnose and resolve product and third‑party integration issues, both technical and non‑technical.
- Investigate, document, and, when necessary, elevate complex or systemic issues to engineering.
- Provide on‑call support coverage for Sev 1 and Sev 2 incidents (8:00 AM–8:00 PM Central Time) as part of a rotating schedule.
- Collaborate with product management, engineering, and site reliability engineering to identify recurring issues and performance improvement opportunities.
- Act as the “voice of the customer” by sharing insights and feedback to influence product enhancements.
- Create, maintain, and contribute to technical documentation and knowledge‑base articles for internal teams and customers.
- Stay current with new products and services through regular monthly releases.
- Work independently, making informed decisions while owning issues end‑to‑end.
Essential Qualifications
- 3+ years of experience in fast‑paced technical support, application support, or a related engineering role.
- Bachelor’s degree in Engineering, Computer Science, Information Technology, Computer Information Systems, or equivalent practical experience.
- Strong troubleshooting skills with a proven customer‑centric mindset.
- Hands‑on experience with tools and technologies such as Kibana, Elasticsearch, MySQL, MongoDB, Browser Developer Tools, REST APIs / OpenAPI, RabbitMQ, Java debugging, and Python scripting.
- Ability to work independently, manage multiple priorities, and take ownership of issues from start to finish.
- Willingness to work flexible hours and participate in holiday/on‑call rotations to meet customer SLA requirements.
- Excellent written and verbal communication skills for effective interaction with customers and internal stakeholders.
- Proficiency with support tools, CRM systems, and remote support technologies.
- Adaptability to evolving industry trends and a dynamic support environment.
- Preferred: Candidates based in Dallas, TX or Austin, TX.
- Preferred: Prior experience in supply chain or logistics industries.
Preferred Qualifications & Skills
- Experience with containerization (Docker, Kubernetes) and cloud platforms (AWS, Azure, GCP).
- Knowledge of data pipelines, ETL processes, and real‑time analytics.
- Familiarity with Agile development practices and cross‑functional collaboration.
- Strong analytical skills and the ability to translate complex technical concepts into clear, actionable insights.
- Demonstrated ability to mentor junior support staff and contribute to knowledge‑sharing initiatives.
Skills & Competencies
- Technical Proficiency – Deep understanding of web technologies, databases, APIs, and integration patterns.
- Problem‑Solving – Ability to dissect complex issues, identify root causes, and implement effective solutions.
- Customer Advocacy – Passion for delivering exceptional service and turning challenges into opportunities.
- Collaboration – Comfortable working with engineering, product, and reliability teams across time zones.
- Communication – Clear, concise, and empathetic communication with both technical and non‑technical audiences.
- Time Management – Prioritize tasks, manage multiple incidents, and meet tight deadlines.
- Continuous Learning – Stay updated on industry trends, new technologies, and best practices.
Career Growth & Learning Opportunities
At brighthush, we invest heavily in the professional development of our team. As a Senior Remote Customer Support Engineer, you will have access to:
- Structured mentorship programs with senior engineers and product managers.
- Regular technical workshops, certifications, and conference sponsorships.
- Clear career pathways to roles such as Senior Support Engineer, Technical Lead, or Product Manager.
- Cross‑functional projects that expose you to product design, data science, and operations.
Work Environment & Company Culture
brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Our remote‑first approach means you’ll be part of a distributed team that values:
- Open communication channels (Slack, Teams, Zoom).
- Inclusive decision‑making and respect for diverse perspectives.
- Work‑life balance, with flexible hours and generous paid time off.
- Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions.
- A commitment to sustainability and social responsibility.
Compensation & Benefits
While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with market rates for remote Customer Support Engineers.
- Discretionary bonus tied to individual and company performance.
- Health, dental, and vision insurance (including telehealth options).
- 401(k) plan with company match.
- Unlimited paid time off and flexible holiday scheduling.
- Professional development stipend and conference reimbursement.
- Equity options for eligible employees.
- Remote work stipend for home office setup.
H1B Sponsorship
brighthush has a strong track record of sponsoring H1B visas for talented professionals. While sponsorship is not guaranteed for every role, we encourage qualified international candidates to apply and discuss potential sponsorship during the interview process.
How to Apply
Ready to take the next step in your career? Submit your application through our careers portal or click the link below to explore this opportunity further.
Apply to this job at brighthush
Closing Statement
At brighthush, we’re building the future of logistics, one customer success story at a time. If you’re a technically adept, customer‑focused engineer who thrives in a fast‑moving, collaborative environment, we want to hear from you. Join us, and help shape a platform that empowers businesses to move forward—efficiently, reliably, and with confidence.
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