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

About brighthush

brighthush is a trailblazing technology company that empowers the Internet of Things (IoT) ecosystem with reliable, high‑speed cellular connectivity and AI‑driven services. Founded by seasoned AWS veterans in 2015, brighthush has grown to serve over 20,000 customers worldwide, connecting millions of devices across continents. Our mission is simple yet ambitious: to make the world work together by delivering seamless, secure, and scalable connectivity that fuels innovation in autonomous vehicles, smart homes, agriculture, manufacturing, and beyond.

With a distributed workforce spanning Japan, Europe, and the United States, brighthush embraces a culture of agility, collaboration, and continuous learning. We are a publicly traded company that maintains a start‑up mindset, leveraging cutting‑edge technologies to create real‑world impact. Our team is composed of self‑motivated, autonomous, and hands‑on professionals who thrive on solving complex problems, adapting quickly, and respecting one another with integrity.

Why Join brighthush?

• Impactful Work – Your contributions will directly influence how millions of devices communicate, enabling transformative solutions for customers around the globe.
• Global Reach – Collaborate with engineers, product managers, and support teams across multiple time zones and cultures.
• Career Growth – We promote based on skill and performance, not tenure. Within six months, you’ll acquire knowledge and experience that would take years at another organization.
• Competitive Compensation – 401(k) with company match, comprehensive health insurance, generous paid time off, and a technology budget to keep you equipped with the latest tools.
• Remote Flexibility – Work from anywhere in the United States with a reliable internet connection. We value results over location.
• Learning Culture – Access to internal training, mentorship, and the opportunity to experiment with AI, cloud, and IoT technologies.

Role Overview

As a Senior Customer Reliability Engineer (CRE) at brighthush, you will be the linchpin between our customers and the technology that powers their IoT solutions. Your primary mission is to eliminate customer anxiety by delivering rapid, accurate, and empathetic support. You will own the end‑to‑end support experience: diagnosing issues, crafting clear responses, guiding customers to resolution, and feeding insights back into product development.

In this role, you will work closely with a passionate team of IoT engineers, data scientists, and AI specialists. You will leverage advanced AI tools to triage tickets, but you will also bring human judgment, technical depth, and empathy to complex, mission‑critical cases. Your work will shape the future of IoT connectivity and help our customers build resilient, scalable solutions.

Key Responsibilities

• Provide expert technical support to customers implementing the brighthush platform in their IoT solutions.
• Investigate, diagnose, and resolve complex technical issues, ensuring high quality, customer‑centric responses.
• Collaborate with engineering and AI teams to analyze root causes and develop long‑term fixes.
• Publish and maintain comprehensive documentation, knowledge bases, blogs, and other self‑service resources.
• Collect and analyze customer feedback, presenting actionable insights to product and engineering teams.
• Act as a subject matter expert on cellular connectivity, cloud integration, and IoT protocols.
• Participate in on‑call rotations and emergency incident response as needed.
• Mentor junior support engineers and share best practices across the support organization.

Essential Qualifications

• 3+ years of experience in technical support or customer success for cloud or IoT platforms.
• Fluent in English, with outstanding written and verbal communication skills (email, phone, chat).
• Strong foundational knowledge of networking protocols (TCP/IP, SSL/TLS, DNS, HTTP, MQTT, CoAP).
• Hands‑on experience with cloud services (AWS, Azure, Google Cloud) or cellular network technologies.
• Proficiency with Linux‑based operating systems and command‑line interfaces.
• Experience using AI tools in a professional setting, with the ability to critically evaluate outputs.
• Comfortable working remotely in a multicultural environment, using tools such as Slack, MS Teams, and video conferencing.
• Availability to align working hours with Mountain or Pacific time zones, regardless of geographic location.

Preferred Experience & Skills

• Familiarity with ticketing systems such as Zendesk or Freshdesk.
• Hands‑on experience with hardware and development boards (Raspberry Pi, Jetson, Arduino).
• Background in building web applications or services on Linux servers.
• Programming or scripting skills in Python, JavaScript, or similar languages.
• Experience with AI agent development, prompt engineering, or Retrieval‑Augmented Generation (RAG) systems.
• Track record of maintaining technical documentation, knowledge bases, or tutorials.
• Previous work in a fast‑paced startup environment.
• Experience collaborating with globally distributed teams across multiple time zones.
• Professional proficiency in Spanish (or another language) is a plus.

What We’re Looking For

We want engineers who are passionate about IoT and excited by the possibilities it unlocks. You thrive on helping others overcome technical challenges and enjoy interacting with a diverse customer base. You have a strong interest in domains such as autonomous vehicles, smart homes, agriculture, or manufacturing, and you are eager to learn new technologies, especially AI.

You think critically about information—whether it comes from AI or other sources—and take ownership of the accuracy of your work. You are self‑motivated, curious, and thrive in a fast‑paced environment with occasional ambiguity. You believe that teams succeed when they collaborate, and you prize mutual respect with your coworkers.

Career Growth & Learning Opportunities

• Rapid skill development through hands‑on experience with cutting‑edge IoT and AI technologies.
• Mentorship from senior engineers and product leaders.
• Opportunities to lead cross‑functional projects, from incident response to product feature design.
• Access to internal learning resources, conferences, and certifications.
• Clear path to senior technical roles, team lead positions, or product management tracks.

Work Environment & Culture

At brighthush, we celebrate diversity, inclusion, and a culture of continuous improvement. Our remote-first approach means you can work from anywhere in the United States, as long as you have a reliable internet connection. We provide a generous technology budget so you can equip yourself with the best tools and devices.

Our culture is built on transparency, respect, and a shared commitment to delivering high‑quality solutions. We encourage open communication, knowledge sharing, and a healthy work‑life balance. Our employees often say they learn more in six months at brighthush than they would in several years at another company.

Compensation & Benefits

• Competitive base salary commensurate with experience.
• 401(k) with company match.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off (PTO) plus additional sick days.
• Technology stipend for hardware, software, and workspace setup.
• Professional development budget for courses, certifications, and conferences.
• Performance‑based bonuses and equity opportunities.
• Flexible work hours aligned with Mountain or Pacific time zones.

How to Apply

If you are ready to join a forward‑thinking, globally distributed team that is reshaping the IoT landscape, we would love to hear from you. Bring your passion for technology, your customer‑first mindset, and your drive to innovate to brighthush.