About brighthush
At brighthush, we’re redefining how developers build, deploy, and scale modern web applications. Our platform empowers teams to ship faster, iterate more boldly, and deliver exceptional user experiences without the overhead of managing infrastructure. We’re a fast‑moving, customer‑centric company that thrives on solving the toughest technical challenges and turning feedback into product innovation. If you’re passionate about helping high‑value customers succeed, love diving deep into code, and want to shape the future of SaaS, brighthush is the place for you.
Why This Role Matters
As a Senior Technical Customer Support Engineer, you’ll be the frontline hero for our most demanding clients. You’ll tackle complex production issues, provide architecture guidance, and unblock users in record time. Your work will directly influence product quality, customer satisfaction, and the overall success of our platform. In addition, you’ll play a pivotal role in shaping our knowledge base, automating diagnostics, and feeding product improvements back into the development cycle.
Key Responsibilities
- Own Escalations: Take ownership of the most technically challenging support tickets, diagnose root causes, and deliver rapid, effective solutions that keep users productive.
- Deep Debugging: Reproduce issues in staging or production, analyze logs, traces, and metrics, isolate root causes, and propose fixes or workarounds that are both reliable and maintainable.
- Architecture Guidance: Advise customers on best practices for app structure, data modeling, authentication, payments, performance, and deployment patterns that align with brighthush’s platform capabilities.
- Incident Management: Distinguish between platform‑wide incidents and user‑specific problems, coordinate with engineering, product, and operations teams, and communicate status updates clearly to stakeholders.
- Knowledge Base Development: Author high‑signal documentation, runbooks, and troubleshooting guides that empower customers to solve common issues independently.
- Automation & Tooling: Build and maintain tooling that detects recurring failures, enriches diagnostics, and reduces ticket volume through proactive alerts and automated remediation.
- Product Feedback Loop: Surface product gaps, propose enhancements, and collaborate with engineering to implement fixes that improve the overall platform experience.
Essential Qualifications
- Technical Proficiency: Deep understanding of full‑stack web development, especially TypeScript, Node.js, and modern web fundamentals (HTTP, REST/GraphQL APIs, authentication, databases, caching).
- Debugging Expertise: Proven track record of diagnosing and resolving production issues using logs, traces, and minimal test cases.
- Systems Thinking: Ability to evaluate architecture for scalability, reliability, performance, and security, and to recommend improvements that align with brighthush’s design principles.
- Communication Skills: Exceptional written and verbal communication; can translate complex technical details into clear, actionable next steps for both technical and non‑technical audiences.
- Customer‑Focused Mindset: Experience in a customer‑facing role (support, pre‑sales, post‑sales, or sales engineering) and a passion for delivering outstanding service.
- High Velocity Experience: Comfortable working in a fast‑paced product environment where priorities shift quickly and rapid iteration is the norm.
Preferred Qualifications
- Experience supporting developers or working closely with engineering teams in a SaaS company.
- Background in building or maintaining monitoring, alerting, and incident response systems.
- Familiarity with CI/CD pipelines, containerization (Docker, Kubernetes), and cloud platforms (AWS, GCP, Azure).
- Knowledge of security best practices, including OWASP Top 10, data protection, and compliance frameworks.
- Experience writing or maintaining developer documentation, runbooks, or knowledge‑base articles.
Skills & Competencies
- Strong TypeScript and JavaScript fundamentals.
- Proficiency with HTTP, REST, GraphQL, and authentication protocols (OAuth, JWT).
- Database experience (SQL, NoSQL) and data modeling best practices.
- Performance tuning, caching strategies, and load‑balancing concepts.
- Security awareness: authentication, authorization, data encryption, and secure coding.
- Incident response: triage, root‑cause analysis, post‑mortem documentation.
- Documentation: clear, concise, and actionable writing for developers and non‑developers.
- Collaboration: cross‑functional teamwork with engineering, product, and operations.
Career Growth & Learning Opportunities
At brighthush, we believe in continuous learning and career progression. After 6–12 months, we actively support transitions into:
- Full‑time Software Engineering roles, where you can build new features and improve platform capabilities.
- Pre‑sales or Post‑sales Engineering positions, leveraging your deep technical knowledge to guide prospects and customers.
- Product Management or Technical Program Management roles, where you can influence product direction and roadmap.
We provide access to cutting‑edge tools, mentorship from senior engineers, and a culture that encourages experimentation and ownership. You’ll have the chance to attend conferences, contribute to open‑source projects, and participate in internal hackathons.
Work Environment & Culture
brighthush values a culture of urgency, excellence, and hunger. Our operating principles guide every decision we make:
- Move with Urgency: We ship fast, iterate quickly, and correct mistakes promptly. Your work will have immediate impact.
- Strive for Excellence: We focus on quality, detail, and simplicity. Your contributions will set the standard for the entire team.
- Be Hungry: We’re relentlessly focused on achieving outcomes, willing to work hard, and open to taking on any challenge.
Our office is located in San Francisco (Kearny and Bush), and we strongly prefer in‑office collaboration. However, we welcome exceptional candidates in U.S. time zones who can travel to the office regularly. Remote work is considered on a case‑by‑case basis.
Compensation & Benefits
Competitive salary range: $80,000 – $175,000 USD (depending on seniority, equity, and location). In addition to base pay, you’ll receive:
- Equity package aligned with company growth.
- Comprehensive health, vision, and dental coverage.
- Unlimited vacation policy – take the time you need to recharge.
- Daily lunches, dinners, and snacks in the office.
- Access to the latest AI productivity tools and a flexible tech stack.
- Professional development budget for courses, certifications, and conferences.
- Regular team‑building events, hackathons, and learning sessions.
How to Apply
If you’re ready to join a high‑impact team, solve challenging problems, and shape the future of SaaS, we’d love to hear from you. Click the link below to submit your application and start your journey with brighthush.
Apply for this job