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About brighthush
brighthush is a trailblazer in the identity verification and account protection arena, redefining how enterprises safeguard digital identities worldwide. Our mission is simple yet powerful: empower organizations to create friction‑less, secure experiences for every user. With a laser‑focused approach, we have become the go‑to partner for Fortune 500 firms, fintech innovators, and global e‑commerce leaders. Our remote‑first culture brings together the brightest engineering minds, customer success strategists, and product visionaries who thrive on intellectual curiosity, relentless collaboration, and a shared commitment to protecting the most valuable asset of any organization: its people.
Why This Role Matters
In the fast‑moving world of identity and access management, the difference between a seamless customer journey and a frustrating outage often hinges on a single line of code or a misconfigured webhook. As a Senior Technical Customer Engineer at brighthush, you will be the frontline guardian of our customers’ success. You will translate complex, real‑world problems into elegant, production‑ready solutions, working hand‑in‑hand with our engineering team to keep our platform reliable, secure, and scalable. Your work will directly influence product roadmaps, shape support tooling, and elevate the overall customer experience.
Role Overview
We are looking for a proactive, technically‑savvy engineer who loves to dive into logs, debug APIs, and write lightweight scripts that unblock customers in minutes. This is not a ticket‑driven support role; it is a hybrid of customer success, solutions engineering, and software craftsmanship. You will:
- Act as the first technical responder for escalated customer issues that block integrations or deployments.
- Diagnose and resolve complex integration problems, from API payload mismatches to race conditions that only surface under real‑world load.
- Prototype and deliver interim fixes—code snippets, pull requests, or configuration guidance—while collaborating with engineering to ship permanent solutions.
- Bridge the gap between customer and engineering: reproduce issues, isolate root causes, and validate fixes before they reach production.
- Collect structured context, surface recurring pain points, and influence product priorities.
- Recommend best practices for authentication flows, REST APIs, and IAM integrations.
- Improve internal support tooling, runbooks, and documentation based on patterns you observe.
Key Responsibilities
- Lead technical investigations for high‑impact customer escalations, ensuring rapid resolution and clear communication.
- Write and maintain scripts in Python, Node.js, or Bash to automate diagnostics and streamline troubleshooting workflows.
- Collaborate with engineering leadership to prioritize and ship fixes, participating in sprint planning and code reviews.
- Document solutions and update knowledge bases to reduce future escalations and empower the broader support community.
- Advise customers on integration design, security best practices, and performance tuning to maximize uptime and compliance.
- Participate in on‑call rotations, post‑mortem reviews, and incident retrospectives to continuously improve incident response.
- Mentor junior support engineers and cross‑functional teammates, fostering a culture of learning and excellence.
Technical Stack & Tools
We work with a modern, cloud‑native stack that includes:
- Languages: Go, TypeScript, Python, Ruby, Node.js, Bash
- APIs & Protocols: REST, OAuth 2.0, OIDC, SSO, Token Exchanges, Webhooks
- Identity Platforms: brighthush, brighthush, brighthush, brighthush, brighthush, custom IAM stacks
- Cloud & DevOps: AWS, CloudFormation, Docker, Kubernetes, GitHub Actions, CI/CD pipelines
- Databases & Observability: PostgreSQL, CloudWatch, Datadog, Grafana, Prometheus
Essential Qualifications
- 2–5 years of experience in technical support engineering, solutions engineering, DevOps, or SRE roles.
- Proven track record of troubleshooting and resolving complex integration issues in production environments.
- Strong debugging skills across APIs, backend services, and authentication workflows.
- Hands‑on experience writing lightweight scripts or tools to diagnose and unblock customers.
- Familiarity with IAM platforms such as brighthush, brighthush, brighthush, or similar.
- Excellent communication skills—able to explain technical concepts to both technical and non‑technical stakeholders.
- Self‑motivated, detail‑oriented, and comfortable working in a fast‑paced, remote environment.
Preferred Qualifications
- Experience with Go or TypeScript in a production environment.
- Knowledge of modern observability practices and tooling.
- Background in security engineering or compliance (e.g., SOC 2, ISO 27001).
- Previous experience in a SaaS company’s support or engineering team.
- Open‑source contributions or personal projects that demonstrate problem‑solving skills.
What Makes a Successful Candidate
We’re looking for someone who:
- Thrives on solving real customer problems rather than abstract tickets.
- Can navigate console logs, Slack threads, and cURL commands with ease.
- Stays calm under pressure, persists until the root cause is understood, and follows through to resolution.
- Communicates clearly, writes clean code, and documents solutions for future reference.
- Is passionate about security, identity, and the impact of reliable integrations on customer success.
Career Growth & Learning Opportunities
At brighthush, your growth is a priority. As a Senior Technical Customer Engineer, you will:
- Work closely with senior engineers and product managers, gaining exposure to the full product lifecycle.
- Participate in on‑call rotations and post‑mortem reviews, sharpening incident‑response skills.
- Lead initiatives to improve support tooling, documentation, and automation—skills that translate to senior engineering roles.
- Attend industry conferences, workshops, and internal knowledge‑sharing sessions.
- Receive mentorship from experienced leaders in engineering, security, and customer success.
- Explore career pathways into solutions architecture, product management, or engineering leadership.
Company Culture & Work Environment
brighthush is a remote‑first company that values flexibility, autonomy, and collaboration. We believe that great ideas can come from anywhere, so we provide:
- Fully remote work with a flexible schedule that respects work‑life balance.
- Quarterly in‑person off‑sites and hackathons to foster team bonding and innovation.
- A culture of continuous learning—internal tech talks, lunch‑and‑learns, and a generous budget for courses and certifications.
- Inclusive, diverse, and supportive environment where every voice is heard.
- Transparent communication from leadership and a flat hierarchy that encourages initiative.
Compensation & Benefits
We offer a competitive total‑compensation package that reflects your expertise and the impact you’ll have:
- Base Salary: $120,000 – $160,000 per year, commensurate with experience.
- Equity: Potential equity in a high‑growth, mission‑driven company.
- Health & Wellness: Comprehensive medical, dental, and vision coverage.
- Paid Time Off: Flexible vacation policy plus paid holidays.
- Retirement: 401(k) plan with employer matching.
- Remote Perks: Home‑office stipend, tech allowance, and access to wellness programs.
- Professional Development: Annual budget for conferences, training, and certifications.
How to Apply
Ready to make a tangible difference for customers while advancing your engineering career? Click the button below to submit your application and join the brighthush team.
Join brighthush Today
At brighthush, you’ll be part of a fast‑moving, customer‑centric organization where your work has immediate, visible impact. You’ll collaborate directly with engineering leadership, shape how we scale technical support, and build a reputation as the go‑to problem‑solver in the identity space. If you’re ready to bring your expertise to a team that values innovation, ownership, and customer success, we want to hear from you.
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