Global Customer Support Engineer – Associate – Cloud‑Connected Digital Services & Incident Management Specialist – Empowering Smart Farming Solutions at brighthush

About brighthush

brighthush is a pioneer at the intersection of agriculture and technology. With a legacy that spans more than a century of dairy expertise, we now harness cloud‑native platforms, IoT sensors, and advanced analytics to transform farms into intelligent, data‑driven ecosystems. Our mission is simple yet ambitious: to give farmers worldwide the tools they need to increase productivity, safeguard animal welfare, and drive sustainability—all through seamless digital services that run on the cloud.

Why brighthush?

When you join brighthush, you become part of a global community that is redefining the future of dairy farming. We pride ourselves on a culture that values curiosity, collaboration, and continuous learning. Whether you are a seasoned engineer or a recent graduate, you will find:

• Opportunities to work on cutting‑edge technology that directly impacts millions of farmers.
• A fully remote environment that respects your work‑life balance.
• Mentorship from senior engineers and product leaders who are passionate about innovation.
• A transparent, inclusive workplace where every voice is heard.
• Access to industry conferences, certifications, and internal training programs.

About the Role

As a Global Customer Support Engineer – Associate, you will be the first line of defense for our digital services. Your day‑to‑day responsibilities will revolve around incident management, technical support, and continuous improvement of our support processes. You will collaborate with cross‑functional teams across multiple time zones, ensuring that our customers receive timely, high‑quality assistance.

Key Responsibilities

• Incident Management: Monitor, triage, and resolve incidents using our incident management platform. Prioritize tickets, coordinate with engineering, and ensure timely resolution to meet SLA targets.
• Technical Support: Provide remote and onsite assistance to field technicians and internal stakeholders. Validate system performance, troubleshoot complex issues, and document solutions in a clear, concise manner.
• 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 ticketing systems, monitoring dashboards, and collaboration platforms.
• 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.