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About brighthush – Empowering Real‑Time Communication
brighthush is at the forefront of the Communications Platform as a Service (CPaaS) revolution. By weaving SMS, RCS, WhatsApp, voice, and emerging messaging protocols directly into applications, we give developers the power to create seamless, real‑time interactions that scale from a handful of users to millions worldwide. Our cloud‑native architecture delivers low‑latency, high‑reliability workflows, and our mission is simple: make every message count.
Why brighthush is a Great Place to Work
- Impact‑Driven Culture – Your work directly influences thousands of developers and end‑users. Every ticket you close, every documentation update you author, and every feature suggestion you champion shapes the product and the brand.
- Global Reach, Local Flexibility – While headquartered in the United States, our teams span multiple time zones. As an India‑based engineer, you’ll collaborate with US colleagues during overlapping hours, gaining exposure to international best practices.
- Innovation at Scale – We invest heavily in AI, automation, and data‑driven decision making. You’ll experiment with new tools, build intelligent support workflows, and influence the next generation of customer‑centric features.
- Career Growth & Learning – brighthush offers a clear career ladder, mentorship programs, and access to industry conferences, certifications, and internal training. Whether you’re a seasoned support engineer or a rising star in technical account management, there’s a path for you.
- Inclusive & Collaborative Environment – Diversity, equity, and inclusion are core to our values. We celebrate different perspectives, encourage open dialogue, and foster a supportive community where every voice is heard.
Role Overview
As a Senior Technical Customer Support Engineer at brighthush, you will be the frontline guardian of our customers’ communication journeys. Your day‑to‑day responsibilities will blend deep technical troubleshooting, proactive product advocacy, and cross‑functional collaboration. You’ll work closely with developers, product managers, sales, and carrier partners to resolve complex issues, improve documentation, and drive product enhancements.
Key Responsibilities
- Ticket Resolution & Escalation Management – Respond to and resolve customer tickets across messaging, voice, and API products, ensuring timely and accurate solutions.
- API Integration Support – Guide developers through SDK usage, webhook configuration, authentication flows, error handling, and testing strategies.
- Root‑Cause Analysis – Dive into platform logs, delivery receipts, and carrier response codes to pinpoint whether an issue originates in customer code, our infrastructure, or a downstream provider.
- Carrier & Vendor Liaison – Manage escalations with carriers and third‑party vendors, coordinating investigations and driving closure.
- Customer Communication – Keep stakeholders informed on status, findings, and next steps throughout the lifecycle of an incident.
- AI & Automation Integration – Leverage AI tools for ticket triage, draft responses, and log analysis, continually refining the support workflow.
- Documentation & Knowledge Base – Maintain and expand support documentation, response macros, troubleshooting guides, and known‑issue references.
- Product Demonstrations & Pre‑Sales Support – Run live product demos, answer technical questions from prospects, and provide feedback to the sales team.
- Feedback Loop – Identify recurring customer pain points and feature requests, translating insights into actionable product or process improvements.
- Mentorship & Team Collaboration – Mentor junior support engineers, share best practices, and collaborate with engineering, product, and sales to drive continuous improvement.
- Performance Metrics & Reporting – Track key performance indicators such as ticket resolution time, customer satisfaction scores, and first‑contact resolution rates.
Success in This Role
Success at brighthush means delivering clear, technically accurate answers that empower customers to achieve their goals. You’ll be recognized for:
- Resolving technical issues efficiently and accurately.
- Diagnosing the root cause across multiple layers of the stack.
- Enabling developers to integrate and troubleshoot APIs with confidence.
- Maintaining transparent communication throughout incident lifecycles.
- Reducing repeat support tickets through proactive documentation and automation.
- Building strong relationships with customers, carriers, vendors, sales, and product teams.
- Turning patterns in customer problems into tangible product or process enhancements.
How This Role Fits into brighthush
The Customer Support Engineering team sits at the intersection of customers, engineering, product, sales, and our carrier network. Your work will not only resolve individual support cases but also shape the future of our platform. By bridging the gap between technical teams and end‑users, you’ll help refine our APIs, improve documentation, and streamline operational processes.
Required Experience
- Minimum 2 years of experience resolving technical problems for customers in roles such as Technical Support, Technical Account Management, Implementation, or Solutions Engineering.
- Concrete examples of technical customer problems you have personally diagnosed and resolved.
- Comfortable working with APIs, webhooks, logs, and developer documentation.
- Proficiency in reading API requests and responses to identify issues.
- Experience owning issues through investigation, root cause analysis, resolution, and customer communication.
- Strong written and spoken English; direct communication with US customers is essential.
- Professional, clear, and empathetic customer communication, especially during ongoing investigations.
- Based in India with the ability to overlap working hours with the US morning (approximately 6:30 PM to 11:30 PM IST).
Preferred Experience
- Background in messaging or communications technology (CPaaS, SMS, RCS, WhatsApp, contact center, VoIP/SIP, or telecom‑adjacent SaaS).
- Experience handling carrier or vendor escalations.
- Familiarity with 10DLC, sender registration, messaging compliance, or deliverability troubleshooting.
- Experience using AI tools or automation in a customer support workflow (triage, response drafting, log analysis, knowledge‑base automation).
- Experience supporting US‑based customers.
- Light scripting skills in JavaScript or Python for reproducing issues or automating repetitive tasks.
- Experience conducting product demos or providing technical support during pre‑sales engagements.
Skills & Competencies
- Technical Proficiency – Deep understanding of RESTful APIs, JSON, XML, OAuth, and webhook architectures.
- Problem‑Solving Mindset – Ability to dissect complex issues, hypothesize root causes, and validate solutions through systematic testing.
- Communication Excellence – Clear, concise, and empathetic written and verbal communication tailored to both technical and non‑technical audiences.
- Collaboration & Influence – Comfortable working cross‑functionally with engineering, product, sales, and carrier partners to drive outcomes.
- Adaptability & Continuous Learning – Eager to stay current with emerging messaging standards, compliance regulations, and AI/automation trends.
- Customer‑Centric Mindset – Passion for delivering exceptional customer experiences and turning feedback into actionable improvements.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is designed to evolve with your ambitions. As a Senior Technical Customer Support Engineer, you’ll have the chance to:
- Progress into a Lead Support Engineer or Technical Account Manager role, overseeing a team of support specialists.
- Transition into Product Management or Engineering, leveraging your deep customer insights to shape new features.
- Earn industry certifications such as brighthush Certified Developer, brighthush Fundamentals, or other relevant cloud and messaging credentials.
- Attend global conferences like the CPaaS Summit, Voice & Messaging Expo, or AI in Customer Support Summit.
- Participate in internal hackathons and innovation challenges to prototype new support tools or automation scripts.
- Receive mentorship from senior leaders and cross‑functional experts to accelerate your professional development.
Work Environment & Company Culture
brighthush thrives on a culture of transparency, curiosity, and mutual respect. Our remote‑first model empowers you to work from anywhere in India while staying connected through:
- Weekly all Apply for this job