Remote Customer Support Engineer – On‑Site Technical Specialist for Advanced Equipment Maintenance at brighthush

About brighthush and the Opportunity

At brighthush, we are pioneers in delivering cutting‑edge life‑sciences solutions that empower researchers, clinicians, and innovators worldwide. With a legacy spanning over four decades, brighthush has grown into a global leader, employing more than 5,000 professionals across research, manufacturing, and support functions. Our mission is simple yet profound: to accelerate scientific discovery by providing reliable, high‑performance equipment and unparalleled customer service.

We are currently seeking a Remote Customer Support Engineer who will serve as the technical bridge between our state‑of‑the‑art equipment and the scientists who rely on it. While the role is primarily remote, it requires periodic on‑site visits to client locations in the United States, ensuring that our systems operate at peak performance and that our customers experience minimal downtime.

Why Join brighthush?

• Impactful Work: Your expertise will directly influence the success of groundbreaking research projects.
• Career Growth: We invest heavily in professional development, offering certifications, mentorship, and clear promotion pathways.
• Innovative Culture: Collaborate with cross‑functional teams in a culture that values curiosity, continuous improvement, and data‑driven decision making.
• Competitive Compensation: We offer a comprehensive package that includes base salary, performance bonuses, health benefits, and a generous paid time off policy.
• Flexibility: Enjoy the freedom of a remote work arrangement combined with the occasional on‑site engagement to strengthen client relationships.
• Diversity & Inclusion: brighthush is committed to fostering an inclusive workplace where every voice is heard.

Key Responsibilities

As a Customer Support Engineer, you will be the frontline technical expert, ensuring that our equipment delivers consistent, high‑quality performance. Your day‑to‑day tasks will include:

• Installing, modifying, repairing, and performing preventive maintenance on both software and hardware components of brighthush equipment.
• Diagnosing and troubleshooting complex equipment issues using structured, systematic approaches.
• Collaborating with customers to uphold Service Level Agreements (SLAs) and maintain exceptional satisfaction levels.
• Documenting all support activities in detailed Service and Status Reports, ensuring traceability and compliance with internal and customer policies.
• Providing weekly system performance summaries, including event counts, Pareto analyses, root‑cause investigations, and corrective action plans.
• Assisting with sample migration projects—transferring data from legacy formats to new systems and loading it into customer storage solutions.
• Responding swiftly to changing priorities such as equipment downtime, escalations, and organizational requests.
• Adopting Proof‑of‑Concept (PoC) initiatives for both customer and internal management teams.
• Participating in KPI measurement activities throughout the contract lifecycle.

Essential Qualifications

To thrive in this role, you should bring the following:

• Associate of Science (AS) degree, technical certificate, or equivalent experience.
• Minimum of 5 years of related technical experience or military technical training.
• Strong foundation in Electrical and Mechanical engineering principles.
• Excellent written and verbal communication skills in English, with the ability to interact effectively with customers and cross‑functional teams.
• Proven systematic troubleshooting skills, capable of independently diagnosing outages and implementing corrective actions.
• Valid driver’s license, clean driving record, reliable transportation, and the ability to obtain a valid passport for travel as required.
• Proficiency with PC, Windows, and DOS‑based operating systems.
• Experience using standard reporting and documentation software.

Preferred Qualifications

These additional qualifications will set you apart:

• Experience with Oracle databases and related tools.
• Background in life‑sciences instrumentation or related fields.
• Prior experience in a customer‑facing support role within a high‑tech or life‑sciences environment.
• Knowledge of regulatory compliance standards such as ISO 13485 or FDA 21 CFR Part 820.
• Certifications in electrical safety, PLC programming, or similar technical domains.

Technical Skills & Competencies

• Hardware troubleshooting (circuits, power supplies, sensors).
• Software diagnostics (firmware updates, configuration management).
• Data migration and integration techniques.
• Root‑cause analysis and problem‑resolution frameworks.
• Documentation and reporting using MS Office, SharePoint, and custom tools.
• Project management fundamentals (task prioritization, time management).

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent. As a Customer Support Engineer, you will have access to:

• Structured training programs covering advanced instrumentation, software platforms, and industry best practices.
• Mentorship from senior engineers and product managers.
• Opportunities to lead cross‑functional projects, such as PoC implementations or system upgrades.
• Clear promotion tracks to roles such as Senior Support Engineer, Technical Lead, or Product Specialist.
• Participation in conferences, workshops, and webinars to stay ahead of industry trends.

Work Environment & Culture

brighthush fosters a collaborative, inclusive, and innovative environment. Our remote‑first approach is complemented by regular on‑site visits, ensuring that you remain connected to both the technical community and our valued customers. We celebrate diversity, encourage open communication, and reward creativity and initiative.

Compensation, Perks, and Benefits

While specific figures vary by role and experience, brighthush offers a competitive package that typically includes:

• Base salary commensurate with market rates and experience.
• Performance‑based bonuses tied to customer satisfaction and KPI achievements.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs and flexible work arrangements.

H1B Sponsorship

brighthush has a history of sponsoring H1B visas for qualified candidates. While we are committed to supporting international talent, sponsorship is evaluated on a case‑by‑case basis and is not guaranteed for this specific role.

How to Apply

Ready to make a difference in the world of life‑sciences technology? Click the link below to submit your application and join the brighthush team.

Apply to this job

Closing Statement

At brighthush, we are more than a company; we are a community of innovators dedicated to pushing the boundaries of science. As a Remote Customer Support Engineer, you will play a pivotal role in ensuring that our cutting‑edge equipment empowers researchers to achieve breakthroughs. If you are passionate about technology, customer service, and continuous improvement, we invite you to apply today and help shape the future of life‑sciences instrumentation.