Senior Customer Reliability Engineer – IoT Connectivity & AI Support Specialist at brighthush

About brighthush

brighthush is a trailblazing IoT connectivity platform that empowers businesses to connect millions of devices worldwide. Founded by seasoned AWS veterans in 2015, we have grown from a small startup to a global leader serving over 20,000 customers across diverse industries such as autonomous vehicles, smart homes, agriculture, and manufacturing. Our mission is simple yet ambitious: to make the world work together by delivering reliable, scalable, and intelligent connectivity solutions that power the next generation of connected experiences.

We operate with a start‑up mindset while enjoying the stability and resources of a publicly traded company. Our culture is built on curiosity, autonomy, and a relentless focus on customer success. At brighthush, you’ll collaborate with a distributed team of engineers, product managers, and data scientists across Japan, Europe, and the United States, all united by a shared passion for innovation and impact.

Role Overview

As a Senior Customer Reliability Engineer (CRE) at brighthush, you will be the frontline guardian of our customers’ IoT journeys. Your mission is to reduce customer anxiety to zero by providing expert technical support, crafting clear and actionable responses, and driving continuous improvement across our support ecosystem. You will work closely with our engineering and AI teams to diagnose complex issues, develop knowledge base content, and translate customer feedback into product enhancements.

In this role, you will blend deep technical expertise with empathy and communication skills to guide customers through challenging scenarios. Whether troubleshooting a network outage, optimizing a device’s firmware, or collaborating on a new feature request, you will bring a blend of analytical rigor and human touch that only a skilled engineer can deliver.

Key Responsibilities

• Customer Support Leadership: Own the end‑to‑end support experience for customers implementing our platform, ensuring timely, accurate, and empathetic responses.
• Technical Troubleshooting: Investigate and resolve complex technical issues involving cellular connectivity, cloud integration, and device firmware, leveraging both human expertise and AI‑powered diagnostics.
• Knowledge Management: Create, curate, and maintain high‑quality documentation, FAQs, tutorials, and blog posts that empower customers to self‑serve and reduce support volume.
• Feedback Loop: Collect, analyze, and present customer insights to product and engineering teams, driving iterative improvements to our platform and services.
• Collaboration: Partner with cross‑functional teams—including engineering, product, and marketing—to ensure a seamless customer experience and to align support initiatives with broader business goals.
• Process Optimization: Identify bottlenecks in support workflows, propose automation or tooling enhancements, and champion best practices across the support organization.
• Mentorship: Coach junior CREs and knowledge‑base contributors, fostering a culture of continuous learning and high performance.

Essential Qualifications

• 3+ years of experience in technical support or customer success roles within the IoT, cloud, or telecommunications space.
• Exceptional written and verbal communication skills in English, with the ability to translate complex technical concepts into clear, concise guidance.
• Solid understanding of networking fundamentals (TCP/IP, SSL/TLS, DNS, HTTP/HTTPS) and experience troubleshooting connectivity issues.
• Hands‑on experience with cloud platforms (AWS, Azure, Google Cloud) or cellular network technologies (LTE, 5G, NB‑IoT).
• Proficiency with Linux operating systems, command‑line interfaces, and shell scripting.
• Experience evaluating and integrating AI tools in a professional setting, with a critical eye for accuracy and bias.
• Comfortable working remotely in a multicultural environment, using collaboration tools such as Slack, MS Teams, and Jira.
• Availability to align working hours with Mountain or Pacific time zones, regardless of geographic location.

Preferred Qualifications & Skills

• Familiarity with ticketing systems like Zendesk or Freshdesk.
• Hands‑on experience with hardware prototyping platforms (Raspberry Pi, Jetson, Arduino).
• Background in building web services or scripting (Python, JavaScript, Go).
• Knowledge of AI agent development, prompt engineering, or Retrieval‑Augmented Generation (RAG) systems.
• Experience maintaining technical documentation, knowledge bases, or developer tutorials.
• Prior work in a fast‑paced startup environment with rapid iteration cycles.
• Experience collaborating with globally distributed teams across multiple time zones.
• Professional proficiency in Spanish (or another language) is a plus.

Core Competencies

• Customer‑Centric Mindset: Passion for solving real‑world problems and delighting customers at every touchpoint.
• Analytical Thinking: Ability to dissect complex issues, identify root causes, and propose actionable solutions.
• Communication Excellence: Clear, concise, and empathetic communication across written, verbal, and visual mediums.
• Collaboration & Influence: Work effectively with cross‑functional teams and influence product direction through data‑driven insights.
• Adaptability: Thrive in a dynamic environment with evolving priorities and emerging technologies.
• Continuous Learning: Eager to expand technical knowledge, especially in AI, cloud, and IoT trends.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning ecosystem:

• Technical Upskilling: Access to internal and external training programs covering advanced networking, cloud architecture, AI integration, and IoT security.
• Mentorship & Coaching: Regular one‑on‑one sessions with senior engineers and product leaders to refine your skill set and career trajectory.
• Project Leadership: Opportunities to lead cross‑functional initiatives, such as new support tooling or product feature rollouts.
• Career Pathways: Clear progression tracks from Senior CRE to Support Lead, Technical Program Manager, or Product Specialist roles.
• Innovation Labs: Participation in hackathons, research projects, and pilot programs that shape the future of IoT connectivity.

Work Environment & Culture at brighthush

Our culture is defined by:

• Remote‑First Flexibility: Work from anywhere in the United States with a reliable internet connection.
• Inclusive Collaboration: A diverse, globally distributed team that values every voice and perspective.
• Autonomy & Ownership: Empowered to make decisions, experiment, and drive impact without excessive bureaucracy.
• Transparent Communication: Regular all‑hands meetings, open‑door policies, and real‑time feedback loops.
• Fun & Recognition: Quarterly virtual socials, hackathon prizes, and a culture that celebrates both individual and team achievements.

Compensation & Perks

While specific salary ranges are tailored to experience and location, brighthush offers a competitive total rewards package that includes:

• Competitive base salary aligned with industry standards.
• 401(k) plan with company match to support your long‑term financial goals.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off (PTO) policy, including additional sick days and mental‑health days.
• Technology stipend to equip you with the latest hardware and software tools.
• Professional development budget for conferences, certifications, and courses.
• Performance‑based bonuses and equity opportunities for high‑impact contributions.
• Flexible work hours and a fully remote setup to support work‑life balance.

How to Apply

Ready to join a team that is redefining the IoT landscape? Submit your application through our careers portal or click the link below to start your journey with brighthush.

Apply to this role at brighthush

Closing Statement

At brighthush, we believe that the future of connectivity is built on trust, reliability, and human ingenuity. As a Senior Customer Reliability Engineer, you will be at the forefront of delivering that trust to our global customer base. If you are passionate about IoT, thrive in a fast‑paced environment, and want to make a tangible impact on millions of connected devices, we want to hear from you. Join us and help shape a better, more connected world.