Global Customer Support Engineer – Associate – Cloud‑Connected Digital Services & Incident Management at brighthush

About brighthush

brighthush is a trailblazer in the dairy technology sector, blending over a century of agricultural expertise with cutting‑edge digital solutions. Our mission is to empower farmers worldwide with intelligent, data‑driven tools that enhance productivity, sustainability, and animal welfare. By marrying precision engineering with cloud‑native platforms, we deliver services that transform traditional farms into smart, connected ecosystems.

Why Join brighthush?

At brighthush, you’ll be part of a global team that is redefining the future of dairy farming. We offer a dynamic, inclusive culture where curiosity, collaboration, and continuous learning are not just buzzwords—they’re the foundation of everything we do. Whether you’re a seasoned engineer or a recent graduate, you’ll find opportunities to grow, innovate, and make a tangible impact on the lives of farmers around the world.

Key Responsibilities

As a Global Customer Support Engineer – Associate, you will be the first line of defense for our digital services. Your day‑to‑day tasks will include:

• Incident Management: Monitor, triage, and resolve incidents using brighthush’s incident management platform. Prioritize tickets, coordinate with cross‑functional teams, and ensure timely resolution.
• Technical Support: Provide remote and onsite assistance to field technicians and internal stakeholders. Validate system performance, troubleshoot complex issues, and document solutions.
• Root Cause Analysis: Investigate recurring incidents, identify underlying causes, and collaborate with product and engineering teams to implement preventive measures.
• Knowledge Management: Author and maintain knowledge base articles, support playbooks, and best‑practice guides to empower the broader support community.
• Global Collaboration: Work closely with colleagues across multiple time zones, cultures, and disciplines. Participate in handovers, joint investigations, and continuous improvement initiatives.
• Process Improvement: Contribute to the evolution of support workflows, tooling, and automation to enhance efficiency and customer satisfaction.

Essential Qualifications

• Bachelor’s degree in Systems Engineering, Telecommunications, Computer Science, Information Technology, Electronics, Mechatronics, or a related technical field.
• Minimum of 2 years of experience in Technical Support, Incident Management, DevOps, or System Monitoring roles.
• Strong analytical and troubleshooting skills, with the ability to diagnose complex technical problems.
• Proficiency in cloud services, networking concepts, and monitoring tools.
• Excellent written and verbal communication in both English and Chinese.
• Self‑motivated, independent, and comfortable working in a fully remote environment.
• Strong customer‑centric mindset and a passion for delivering exceptional service.

Preferred Qualifications

• Experience with brighthush’s digital platforms and cloud‑native architecture.
• Familiarity with incident management tools such as brighthush, brighthush, and brighthush.
• Exposure to DevOps practices, CI/CD pipelines, and automation frameworks.
• Knowledge of the dairy industry, including farm operations and equipment.
• Additional language skills beyond English and Chinese.

Core Skills & Competencies

• Technical Proficiency: Ability to navigate complex system architectures, interpret logs, and use diagnostic tools.
• Problem‑Solving: Structured approach to root cause analysis and creative solutions for recurring issues.
• Communication: Clear, concise, and empathetic communication with technical and non‑technical stakeholders.
• Collaboration: Proven track record of working effectively in cross‑functional, multicultural teams.
• Adaptability: Comfortable with rapid change, new technologies, and evolving processes.
• Time Management: Prioritize tasks, manage multiple incidents simultaneously, and meet SLAs.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to be as dynamic as the industry we serve. You will:

• Gain hands‑on experience with cloud platforms, IoT devices, and data analytics.
• Participate in mentorship programs with senior engineers and product leaders.
• Attend internal and external training sessions, certifications, and conferences.
• Progress into specialized roles such as Incident Response Lead, Product Support Manager, or Cloud Solutions Architect.
• Contribute to open‑source projects and industry standards that shape the future of dairy technology.

Work Environment & Culture

brighthush champions a culture of inclusivity, transparency, and innovation. Key highlights include:

• Fully remote work model with flexible hours to support a healthy work‑life balance.
• Regular virtual team gatherings, hackathons, and cross‑departmental knowledge sharing.
• Access to state‑of‑the‑art tools and resources for remote collaboration.
• Commitment to diversity, equity, and inclusion across all levels of the organization.
• Recognition programs that celebrate achievements, milestones, and creative problem solving.

Compensation & Benefits

While specific packages are tailored to individual experience and location, brighthush offers a competitive total rewards package that typically includes:

• Base salary aligned with industry standards for remote roles in China.
• Performance‑based bonuses and incentive programs.
• Health, dental, and vision insurance coverage.
• Professional development stipend and reimbursement for certifications.
• Paid time off, public holidays, and flexible vacation policies.
• Employee wellness programs, including mental health support and fitness allowances.
• Equity or stock‑option opportunities for long‑term employees.

Travel & Onboarding

Initial onboarding will involve a brief onsite visit to our headquarters in Tianjin to meet key stakeholders and receive hands‑on training. Subsequent travel will be limited to occasional customer visits, training sessions, and team meetings, ensuring a balanced remote experience.

How to Apply

Ready to shape the future of dairy technology? Submit your application through our talent community portal. We look forward to learning how your skills and passion align with brighthush’s mission.

Join brighthush Today

Be part of a high‑performing team that delivers reliable, innovative digital services to farmers worldwide. Your expertise will directly influence the stability and success of our cloud‑connected solutions, helping farmers achieve greater efficiency and sustainability.