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About brighthush
brighthush is a trailblazing AI platform that empowers developers and businesses across the globe to build, scale, and innovate with cutting‑edge machine learning tools. Our mission is simple yet ambitious: to democratize AI by providing a seamless, developer‑friendly stack that turns complex data into actionable insights. With a vibrant community of engineers, data scientists, and product managers, brighthush is at the forefront of the AI revolution, delivering solutions that power everything from real‑time recommendation engines to intelligent customer support bots.
As we expand our footprint across the Asia‑Pacific region, we’re looking for a passionate, technically‑savvy support engineer who can bridge the gap between our product and the customers who rely on it every day. If you thrive on solving challenging problems, enjoy collaborating with cross‑functional teams, and want to be part of a company that is shaping the future of AI, we want to hear from you.
Key Responsibilities
In this role, you will be the frontline advocate for our customers, ensuring that every interaction is productive, insightful, and reflective of brighthush’s high standards. Your day‑to‑day tasks will include, but are not limited to:
- Customer Issue Resolution: Diagnose and resolve complex technical issues reported by users, ranging from API integration bugs to performance bottlenecks in production environments.
- Root‑Cause Analysis: Conduct in‑depth investigations using logs, telemetry, and debugging tools to uncover underlying problems and recommend permanent fixes.
- Knowledge Base Management: Author, update, and curate comprehensive documentation, FAQs, and troubleshooting guides that empower customers to self‑serve and reduce ticket volume.
- Product Feedback Loop: Capture recurring pain points and feature requests, translating them into actionable insights for the product and engineering teams.
- Cross‑Team Collaboration: Work closely with Engineering, Product, and DevOps to prioritize and expedite high‑impact bug fixes and feature enhancements.
- Performance Monitoring: Monitor system health and performance metrics, proactively identifying and mitigating potential issues before they affect users.
- Customer Advocacy: Serve as a trusted advisor to clients, ensuring they understand best practices, new features, and how to maximize value from the platform.
- Continuous Improvement: Champion process improvements, automation, and tooling that streamline support workflows and elevate the customer experience.
Essential Qualifications
- Technical Proficiency: Deep experience with TypeScript and React, including modern front‑end patterns (hooks, context, suspense) and state management libraries.
- Full‑Stack Insight: Comfortable working across the stack—front‑end, back‑end, and infrastructure—using Node.js, serverless frameworks, and cloud services.
- Database & Cache Expertise: Hands‑on experience with Postgres, Redis, and ClickHouse, including query optimization and data modeling.
- Infrastructure as Code: Proficiency with Terraform, AWS CDK, and Docker, enabling rapid deployment and reproducible environments.
- Observability & Telemetry: Familiarity with OpenTelemetry, logging, and monitoring tools to trace and debug distributed systems.
- AI & ML Foundations: Working knowledge of AI SDKs (OpenAI, Anthropic, Google), and the ability to troubleshoot model integration issues.
- Communication Skills: Excellent written and verbal communication, with a proven track record of drafting clear, concise support documentation and engaging with customers via chat, email, and video calls.
- Ticket Volume Management: Demonstrated ability to handle 50+ tickets per day while maintaining high quality and customer satisfaction.
- Time Zone Alignment: Residing in Asia, Australia, or the Pacific region, or willing to work Sydney hours to support our global customer base.
- Problem‑Solving Mindset: Strong analytical skills, systems thinking, and a passion for turning complex technical challenges into elegant solutions.
Preferred Qualifications
- Experience with serverless architectures (AWS Lambda, Cloudflare Workers) and edge computing.
- Knowledge of Drizzle ORM, Temporal workflows, and Hono framework.
- Background in building or maintaining AI‑driven products or services.
- Familiarity with Tailwind CSS and modern UI component libraries.
- Experience with CI/CD pipelines, automated testing, and release engineering.
- Previous role in a high‑growth SaaS or AI company, preferably in a customer‑facing capacity.
Skills & Competencies
- Technical Fluency: Mastery of TypeScript, React, and modern web development practices.
- Systems Thinking: Ability to view problems from a holistic perspective, considering architecture, data flow, and user experience.
- Customer‑Centric Mindset: Empathy for users, a commitment to delivering value, and a proactive approach to problem resolution.
- Collaboration: Comfortable working with engineers, product managers, and data scientists to drive solutions.
- Adaptability: Thrives in a fast‑moving environment, quickly learning new tools and technologies.
- Communication: Clear, concise, and persuasive in both written and spoken form.
- Project Management: Ability to prioritize tasks, manage multiple tickets, and meet deadlines.
Career Growth & Learning Opportunities
At brighthush, we believe that growth is a shared journey. As a Technical Customer Support Engineer, you’ll have the chance to:
- Work directly with senior engineers and product leaders, gaining exposure to the full product lifecycle.
- Lead initiatives that shape the support experience, from automating ticket triage to building internal tooling.
- Participate in hackathons, tech talks, and cross‑team workshops that deepen your expertise in AI, cloud, and front‑end development.
- Advance into specialized roles such as Solutions Engineer, Technical Account Manager, or Platform Engineer, depending on your interests.
- Access to a curated learning budget for courses, certifications, and conferences.
Work Environment & Company Culture
brighthush fosters a culture of transparency, collaboration, and continuous improvement. Our remote‑first model means you can work from anywhere in Asia, Australia, or India, while still enjoying:
- Weekly virtual coffee chats with the leadership team.
- Monthly all‑hands meetings that keep everyone aligned on strategy and progress.
- A vibrant Slack community where ideas flow freely across departments.
- Flexible working hours that respect your personal life and peak productivity times.
- Access to a global network of peers, mentors, and industry experts.
Compensation & Benefits
We offer a competitive salary range of USD 60,000 – 125,000 per year, commensurate with experience and skill level. In addition, you’ll enjoy:
- Generous paid time off, including vacation, personal days, and sick leave.
- Health, dental, and vision insurance plans for you and your dependents.
- 401(k) matching program to help you plan for the future.
- Annual performance bonuses and equity options, giving you a stake in brighthush’s success.
- Monthly stipend for home office equipment and high‑speed internet.
- Wellness programs, including virtual fitness classes and mental health resources.
How to Apply
If you’re ready to take your technical support career to the next level and help shape the future of AI, we’d love to hear from you. Submit your application through the link below, and include a brief cover letter that highlights your most significant customer‑support achievements and why you’re excited about working at brighthush.
Join brighthush – Where Innovation Meets Impact
At brighthush, every ticket you resolve is a step toward empowering businesses worldwide to harness the power of AI. Your expertise will directly influence product quality, customer satisfaction, and the broader AI ecosystem. If you’re driven by curiosity, resilience, and a desire to make a tangible difference, we invite you to become part of our mission. Apply today and help us build the next generation of intelligent solutions.
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