Senior Customer Experience Engineer – Enterprise Support & AI‑Powered Platform Operations, Championing Global Enterprise Customer Success at brighthush

Welcome to brighthush: Pioneering the Future of AI‑Powered Software Delivery

At brighthush, we’re redefining how businesses ship software in an era where artificial intelligence is accelerating code creation. Our AI‑driven delivery platform brings intelligent automation to the entire software lifecycle— from build and test to deployment, security, compliance, and cost optimization. By embedding governance and policy controls directly into the platform, we empower engineering teams to ship faster, safer, and more efficiently.

With a global footprint spanning 26 offices across 27 countries, brighthush has already facilitated over 185 million deployments, 82 million builds, and 18 trillion flag evaluations. Our customers—including leading Fortune 500 enterprises, fast‑growing SaaS startups, and mission‑critical public sector organizations—have accelerated releases by up to 75 %, slashed cloud spend by 60 %, and achieved tenfold DevOps productivity gains. We’re on a mission to make AI the invisible backbone of every software delivery process, and we’re looking for exceptional talent to help us move even faster.

Why brighthush? The Vision That Drives Us

In today’s hyper‑competitive tech landscape, speed and reliability are no longer optional—they’re prerequisites for survival. brighthush is built on the belief that intelligent automation can unlock unprecedented levels of efficiency, while a customer‑centric mindset ensures that every feature we ship delivers real value. Our platform is designed to be the single source of truth for every stage of the software delivery pipeline, giving teams the confidence to innovate without sacrificing quality or compliance.

When you join brighthush, you become part of a community that celebrates curiosity, embraces experimentation, and relentlessly pursues excellence. We’re not just building tools; we’re shaping the future of how software is built, tested, and delivered at scale.

About the Role

As a Senior Customer Experience Engineer (CXE) at brighthush, you will be the frontline advocate for our enterprise customers. You’ll own complex, often ambiguous technical challenges—from broken pipelines and deployment failures to connectivity issues and misconfigured infrastructure—through to resolution. Your insights will feed directly back to our Product and Engineering teams, driving continuous improvement of the platform.

Whether you’re early in your career and eager to dive into real production systems with mentorship, or you’re an experienced DevOps/SRE/platform engineer seeking direct customer impact without sacrificing hands‑on coding, this role offers the perfect blend of technical depth and customer engagement.

Key Responsibilities

• End‑to‑End Case Ownership: Manage customer cases from triage to root‑cause analysis and resolution across Kubernetes, ECS, Docker, and major cloud platforms (AWS, Azure, GCP). Allocate 20–30 % of your time to shadowing senior engineers during build engagements, co‑building solutions with customers.
• Product Feedback Loop: Collaborate with Product and Engineering to translate recurring patterns into customer‑facing tooling, diagnostics, dashboards, and bug fixes. Your hands‑on experience will shape the next generation of platform features.
• Customer Communication: Lead or actively participate in customer calls and screen‑shares, articulating findings clearly to both technical and managerial stakeholders. Your communication skills will be pivotal in building trust and delivering value.
• Internal Tooling & Automation: Build scripts and diagnostic tools that accelerate case resolution. As our AI/LLM‑powered tooling matures, you’ll gain exposure to cutting‑edge automation frameworks.
• Documentation & Knowledge Sharing: Convert recurring issues into runbooks, playbooks, and reusable templates that empower the broader CXE team and reduce time‑to‑resolution across the organization.
• Cross‑Functional Collaboration: Work closely with Sales, Product, Engineering, and Support to ensure a seamless customer journey from onboarding to post‑deployment support.
• Continuous Improvement: Participate in post‑mortem reviews, contribute to incident retrospectives, and help refine our support processes and tooling.
• Mentorship & Coaching: Guide junior CXEs and new hires, sharing best practices and fostering a culture of learning and excellence.
• Strategic Insight: Translate customer pain points into actionable product road‑map items, influencing the direction of the platform at a high level.

Essential Qualifications

• Minimum 2 years of experience in a customer‑facing engineering role, DevOps, SRE, or platform engineering. Depth and curiosity are valued over tenure.
• Hands‑on expertise with Kubernetes, ECS, Docker, and at least one major cloud provider (AWS, Azure, GCP).
• Strong grasp of CI/CD concepts, Linux fundamentals, and networking basics.
• Proficiency in scripting languages (Python, Node.js, Bash, or similar). Demonstrated ability to read source code and implement small, guided changes.
• Excellent written and verbal communication skills, comfortable leading customer calls and documenting findings for diverse audiences.
• Fast learner who thrives in unfamiliar systems and can adapt quickly to evolving technologies.
• Experience troubleshooting complex distributed systems and multi‑tier architectures.

Preferred Qualifications

• Experience with observability tooling (Prometheus, Grafana, OpenTelemetry) and infrastructure‑as‑code (Terraform, Pulumi).
• Familiarity with secrets management solutions (Vault, AWS Secrets Manager, Azure Key Vault) and AI agents/MCP frameworks.
• Prior involvement in building or contributing to internal tooling or automation pipelines.
• Knowledge of security scanning tools (Snyk, Trivy) and compliance frameworks (ISO 27001, SOC 2).
• Background in building or maintaining large‑scale, multi‑tenant SaaS platforms.
• Experience with AI‑driven diagnostics or LLM‑based support tools.

Skills & Competencies

• Technical Proficiency: Kubernetes, Docker, ECS, CI/CD pipelines, cloud infrastructure, scripting, Linux, networking.
• Problem‑Solving: Analytical mindset, root‑cause analysis, pattern recognition, and creative troubleshooting.
• Customer‑Centricity: Empathy, active listening, and a passion for delivering exceptional customer experiences.
• Collaboration: Ability to work cross‑functionally with Product, Engineering, Sales, and Support teams.
• Communication: Clear, concise, and tailored messaging for technical and non‑technical audiences.
• Adaptability: Comfortable with ambiguity, rapid change, and continuous learning.
• Leadership: Mentoring junior staff, driving initiatives, and influencing product strategy.

Career Growth & Learning Opportunities

At brighthush, the CXE team offers a unique runway for professional development that many other roles simply can’t match:

• Independent Build Engagements: Progress from shadowing senior engineers to leading build engagements autonomously, establishing yourself as a trusted technical partner.
• AI/LLM Tooling Leadership: As our internal AI/LLM tooling matures, you’ll have the chance to shape its direction, architecture, and impact on customer success.
• Observability & IaC Exposure: Deepen your expertise in observability platforms, infrastructure‑as‑code, AI agents, and secrets management.
• Mentorship & Knowledge Sharing: Mentor junior engineers, contribute to internal knowledge bases, and influence the broader engineering culture.
• Strategic Impact: Your work directly informs product roadmap decisions, ensuring that customer pain points are addressed with precision.
• Global Collaboration: Work with colleagues across 27 countries, gaining exposure to diverse markets, cultures, and engineering practices.
• Professional Development: Access to industry conferences, training programs, and internal skill‑sharing workshops.
• Leadership Pipeline: Opportunities to transition into senior technical roles, product management, or customer success leadership.

Work Environment & Company Culture

brighthush thrives on a culture of innovation, transparency, and collaboration. Our distributed teams operate with a high degree of autonomy, supported by:

• Flexible work schedules that respect work‑life balance.
• Monthly, quarterly, and annual virtual and in‑person team‑building events.
• Regular hackathons and knowledge‑sharing sessions that encourage experimentation.
• A commitment to psychological safety, where every voice is heard and valued.
• A focus on continuous learning, with access to industry conferences, training programs, and internal skill‑sharing workshops.
• Inclusive hiring practices that celebrate diversity in all its forms.
• Transparent decision‑making processes that keep everyone aligned.
• Recognition programs that celebrate both individual and team achievements.

Compensation & Benefits

We offer a competitive total rewards package designed to attract and retain top talent:

• Base Salary: $100,000 – $135,000 USD, commensurate with experience.
• Health & Wellness: Comprehensive medical, dental, and vision coverage.
• Flexible Spending Account (FSA): For healthcare and dependent care expenses.
• Paid Time Off & Parental Leave: Generous vacation policy and supportive parental leave.
• Employee Assistance Program (EAP): Confidential counseling and support services.
• Monthly Internet Reimbursement: To support remote work.
• Professional Development: Budget for certifications, courses, and conferences.
• Equity & Bonus Opportunities: Participation in our long‑term incentive plan.
• Well‑being Initiatives: Gym membership discounts, wellness stipends, and mental health resources.
• Retirement Plans: Competitive 401(k) matching.
• Team Perks: Quarterly team lunches, game nights, and wellness challenges.

How to Apply

Ready to join a team that’s shaping the next wave of AI‑powered software delivery? Submit your application through our careers portal or click the link below. We’re excited to learn how your expertise can help our customers succeed.

Apply to this job

Closing Statement

At brighthush, we believe that the future of software delivery is built on intelligent automation, customer‑centric design, and relentless curiosity. If you’re passionate about solving real‑world problems, collaborating across disciplines, and driving tangible impact for enterprise customers, we want to hear from you. Join us and help us accelerate the adoption of AI across the entire software delivery lifecycle.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status.

We are committed to protecting your privacy. For more information, visit our privacy portal. Please note that brighthush will never ask for sensitive or financial information via chat, text, or social media. All official communications will come from the domain @brighthush.io.

Thank you for considering a career with brighthush. We look forward to exploring how your skills and vision can help us continue to innovate and deliver exceptional value to our customers.