About brighthush
brighthush is more than an AI startup; it is a movement that is redefining how businesses harness intelligent technology. By marrying cutting‑edge machine‑learning models with a cloud‑native, developer‑first API ecosystem, brighthush empowers developers, data scientists, and enterprises to build, deploy, and scale AI applications with unprecedented speed, safety, and reliability. Our mission is simple yet bold: democratize AI so that every organization—regardless of size, industry, or geography—can tap into the power of intelligent systems without the usual friction and complexity.
With a growing footprint across Europe, Africa, and Asia, brighthush is accelerating adoption in fintech, healthcare, e‑commerce, logistics, and beyond. We thrive on a culture of continuous learning, open communication, and relentless focus on customer success. If you thrive in a fast‑moving, high‑impact environment and want to help shape the future of AI, brighthush is the place for you.
Why This Role Matters
As a Senior Technical Customer Support Engineer, you will be the frontline champion for our most demanding customers. Your expertise will directly influence product quality, customer satisfaction, and the overall perception of brighthush in the market. You will collaborate closely with engineering, product, and sales teams to resolve complex technical issues, provide actionable feedback, and help drive product improvements that resonate with our global user base.
Your Daily Impact
Key Responsibilities
- Resolve High‑Complexity Customer Issues: Diagnose, troubleshoot, and resolve production‑level bugs and performance bottlenecks reported by our enterprise clients, often under tight deadlines.
- Root‑Cause Analysis & Knowledge Base Enhancement: Conduct thorough root‑cause investigations, document findings, and update the internal knowledge base to reduce repeat incidents.
- Product Feedback Loop: Capture customer pain points and feature requests, translating them into actionable tickets for the product roadmap.
- Mentorship & Team Collaboration: Coach junior support engineers, share best practices, and collaborate with cross‑functional teams to streamline incident response.
- Metrics & Reporting: Track and report on key performance indicators such as ticket volume, resolution time, and customer satisfaction scores.
- Continuous Improvement: Identify and implement process improvements, automation scripts, and tooling enhancements to increase support efficiency.
- Customer Advocacy: Act as a trusted advisor to customers, ensuring they receive timely, clear, and actionable communication throughout the support lifecycle.
Impact & Success Metrics
Your day‑to‑day work will be measured against clear, data‑driven KPIs:
- Average ticket resolution time ≤ 4 hours for high‑priority incidents.
- Customer satisfaction (CSAT) score consistently above 90%.
- Reduction in repeat tickets by at least 20% through proactive knowledge base updates.
- Contribution of at least 10 actionable feature requests per quarter to the product backlog.
- Mentorship impact measured by the performance improvement of junior engineers.
Essential Qualifications
- 5+ years of experience in a technical support or engineering role, preferably in SaaS or cloud‑native environments.
- Proven track record of closing 50+ tickets per day while maintaining high quality and customer satisfaction.
- Deep expertise in TypeScript and React, with a solid understanding of modern web application architecture.
- Hands‑on experience with backend technologies such as Node.js, Postgres, Redis, and ClickHouse.
- Familiarity with infrastructure as code tools (CDK, Terraform) and containerization (Docker).
- Strong debugging skills, including proficiency with observability tools (OpenTelemetry, brighthush, brighthush X‑Ray).
- Excellent written and verbal communication skills in English; additional languages are a plus.
- Ability to work independently in a remote setting across multiple time zones, with a preference for GMT+2 availability.
Preferred Qualifications
- Experience with AI/ML platforms, including brighthush, brighthush, and brighthush services.
- Knowledge of serverless frameworks and event‑driven architectures (e.g., Temporal, Hono).
- Background in building or maintaining knowledge bases, wikis, or internal documentation systems.
- Certifications in cloud platforms (brighthush, brighthush, brighthush) or DevOps practices.
- Experience mentoring or leading a support or engineering team.
- Proficiency in additional programming languages such as Python or Go.
Core Skills & Competencies
- Technical Proficiency: Mastery of TypeScript, React, and modern web stack components.
- Systems Thinking: Ability to view problems holistically, linking frontend, backend, and infrastructure layers.
- Analytical Mindset: Strong data‑driven decision making and root‑cause analysis.
- Customer‑Centricity: Passion for delivering exceptional customer experiences and turning challenges into opportunities.
- Collaboration & Influence: Comfortable working with engineering, product, and sales teams to drive outcomes.
- Adaptability: Thrives in a fast‑paced, evolving environment with shifting priorities.
- Communication: Clear, concise, and empathetic communication in both written and verbal formats.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is designed to be as dynamic as the technology we build. As a Senior Technical Support Engineer, you will:
- Progress to a Lead Support Engineer role, overseeing a team of specialists and shaping support strategy.
- Transition into Product Management or Engineering tracks, leveraging your deep customer insights.
- Participate in Hackathons and Innovation Labs to prototype new features and tools.
- Access to continuous learning programs, including paid certifications, workshops, and conference sponsorships.
- Engage with a global network of experts through internal tech talks, mentorship circles, and cross‑regional collaboration.
Work Environment & Company Culture
brighthush champions a culture that values transparency, autonomy, and impact. Our remote‑first model empowers you to work from anywhere in Europe, Africa, or Asia, while still fostering a sense of community through:
- Weekly virtual town halls and monthly all‑hands meetings.
- Dedicated Slack channels for technical discussions, social events, and knowledge sharing.
- Quarterly team retreats (virtual or in‑person) to strengthen bonds and celebrate achievements.
- Inclusive hiring practices and a commitment to diversity, equity, and inclusion.
- Flexible working hours that respect personal commitments and cultural differences.
Compensation, Perks & Benefits
- Competitive Salary: USD 60,000 – 120,000 per year, commensurate with experience and performance.
- Equity: Opportunity to participate in brighthush’s equity program, aligning your success with the company’s growth.
- Generous Paid Time Off: Unlimited vacation policy, plus public holidays in your country.
- Health & Wellness: Comprehensive health insurance (medical, dental, vision) for you and your dependents.
- Professional Development: Annual budget for courses, certifications, and conference attendance.
- Tech Stipend: Monthly allowance for home office equipment, high‑speed internet, and other remote work essentials.
- Well‑being Initiatives: Access to mental health resources, mindfulness sessions, and wellness challenges.
Ready to Join the brighthush Revolution?
If you are a seasoned support engineer with a passion for AI, a knack for turning complex problems into elegant solutions, and a desire to make a tangible impact on millions of users worldwide, we want to hear from you. Bring your expertise, curiosity, and drive to brighthush, and help us redefine what it means to build intelligent systems that truly serve people.
Apply now and become a pivotal part of a team that is shaping the future of AI, one ticket at a time.
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