Seasoned Bilingual Global Customer Support Engineer – Associate (English & Spanish) – Remote Mexico – Precision Dairy Farm Solutions Specialist in Technical Troubleshooting, Incident Management, and Customer Success at brighthush

About brighthush

brighthush stands at the intersection of heritage and high‑tech, redefining the dairy industry with a legacy that spans more than 140 years. While our roots are firmly planted in the hands‑on world of farming, our vision is anchored in the future—leveraging cutting‑edge digital innovation to transform how farmers manage their herds, optimize milk production, and protect the planet. From precision milking systems that slash labor and waste to real‑time herd‑health analytics that empower data‑driven decisions, our portfolio is engineered to boost productivity, safeguard animal welfare, and drive sustainable growth worldwide.

Our mission is simple yet powerful: to transform the dairy industry through technology, insight, and exceptional customer experience. We achieve this by building products that are intuitive, reliable, and scalable, and by delivering support that is as responsive as it is knowledgeable. Whether you’re a seasoned engineer or a fresh graduate, brighthush offers a platform where curiosity, integrity, and a relentless pursuit of excellence are not just values—they’re the foundation of everything we do.

Why brighthush is the Right Choice for Your Career

• Global Impact – Your work will directly influence farmers across continents, helping them optimize milk production, reduce environmental footprints, and enhance animal health.
• Innovation‑Driven Culture – We invest heavily in R&D, giving you the chance to work with the latest tools, from AI‑powered analytics to IoT sensor networks.
• Clear Career Pathways – From entry‑level roles to senior leadership, we provide structured progression, mentorship, and access to industry conferences.
• Inclusive & Flexible Work Environment – Remote‑first, flexible schedules, and a culture that respects work‑life balance.
• Competitive Compensation & Benefits – Comprehensive packages that include health, dental, vision, retirement plans, paid time off, and performance bonuses.

Role Overview

As a Bilingual Global Customer Support Engineer – Associate, you will be the first line of defense for our international customer base. You will diagnose, troubleshoot, and resolve technical issues related to our dairy farm solutions, ensuring that clients receive timely, accurate, and professional support. This role is ideal for bilingual engineers who thrive in a fast‑paced, customer‑centric environment and are eager to grow their technical expertise while contributing to a mission‑driven company.

Key Responsibilities

• Incident Management – Receive, triage, and resolve incidents reported through our ticketing system, ensuring adherence to SLA targets and maintaining high customer satisfaction scores.
• Technical Support & Troubleshooting – Provide first‑line support for hardware, software, and network issues across our product portfolio, using diagnostic tools and root‑cause analysis to deliver effective solutions.
• Problem Investigation & Escalation – Conduct in‑depth investigations into recurring or complex problems, collaborating with engineering, product, and field teams to identify permanent fixes and prevent future incidents.
• Documentation & Knowledge Base Management – Create, update, and maintain detailed technical documentation, FAQs, and knowledge base articles to empower customers and reduce repeat tickets.
• Customer Communication – Communicate clearly and professionally with customers in both English and Spanish, providing status updates, explaining solutions, and ensuring a positive support experience.
• Continuous Improvement – Participate in post‑incident reviews, process improvement initiatives, and product feedback loops to enhance support quality and operational efficiency.
• Collaboration & Teamwork – Work closely with cross‑functional teams, including field service, product development, and quality assurance, to deliver seamless support and drive customer success.

Essential Qualifications

• Bachelor’s Degree – Systems, Telecommunications, Computer Science, Information Technology, Electronics, or Mechatronics Engineering (or equivalent technical education).
• Professional Experience – Minimum of 2 years in technical support, help desk, or a related role, preferably within the technology or agriculture sector.
• Language Proficiency – Full professional proficiency in both English and Spanish, with strong written and verbal communication skills in each language.
• Technical Aptitude – Demonstrated ability to troubleshoot complex hardware and software issues, with a solid understanding of networking, operating systems, and cloud services.
• Customer‑Centric Mindset – Passion for delivering exceptional customer experiences, with a track record of resolving issues efficiently and maintaining high satisfaction levels.
• Problem‑Solving Skills – Strong analytical and logical reasoning abilities, with a methodical approach to diagnosing and resolving technical problems.

Preferred Qualifications

• Experience with dairy farm or precision agriculture technology solutions.
• Knowledge of IoT devices, sensor networks, and data analytics platforms.
• Familiarity with remote monitoring and diagnostic tools.
• Experience working in a global, multicultural environment.
• Certifications such as ITIL Foundation, CompTIA A+, or equivalent.

Skills & Competencies

• Technical Troubleshooting – Ability to isolate and resolve issues across multiple layers of the technology stack.
• Communication – Clear, concise, and empathetic communication with customers and internal stakeholders.
• Time Management – Prioritize tickets, manage multiple concurrent incidents, and meet SLA targets.
• Collaboration – Work effectively with cross‑functional teams, sharing insights and driving collective success.
• Adaptability – Thrive in a dynamic environment, quickly learning new products, tools, and processes.
• Continuous Learning – Proactive pursuit of new knowledge, certifications, and industry trends.

Tools & Technologies

• Opsgenie – Incident alerting and on‑call management.
• Zendesk – Ticketing and customer support platform.
• Jira – Issue tracking and project management.
• Confluence – Knowledge base and documentation collaboration.
• Additional tools: Remote desktop, network monitoring, and diagnostic utilities.

Career Growth & Development

At brighthush, we are committed to nurturing talent and fostering professional growth. As a Global Customer Support Engineer – Associate, you will have access to:

• Mentorship Programs – Pairing with senior engineers and product managers to accelerate learning.
• Technical Training – Regular workshops, certifications, and online courses covering emerging technologies and industry best practices.
• Career Pathways – Opportunities to transition into advanced support roles, product engineering, field service, or project management.
• Leadership Development – Participation in leadership training, communication workshops, and cross‑functional projects.
• Global Exposure – Collaboration with teams across North America, Europe, and Asia, providing a truly international experience.

Work Environment & Company Culture

brighthush embraces a culture of innovation, collaboration, and respect. Our remote‑first approach means you can work from anywhere while staying connected through:

• Weekly virtual team meetings and stand‑ups.
• Monthly town‑hall sessions with executive leadership.
• Regular hackathons and idea‑sharing forums.
• Inclusive diversity and inclusion initiatives.
• Flexible work hours to accommodate different time zones.

Compensation & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary aligned with industry standards for entry‑level support engineers.
• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision insurance.
• 401(k) or equivalent retirement plan with company match.
• Paid time off, sick leave, and parental leave.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including virtual fitness classes and mental health resources.

How to Apply

If you are ready to join a forward‑thinking, mission‑driven organization that values your expertise and offers a platform for growth, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you are the ideal candidate for the Bilingual Global Customer Support Engineer – Associate role at brighthush.