Senior Customer Success Engineer – Real‑Time Communication & AI Integration Specialist – Mexico City, Mexico

About brighthush

brighthush is a global leader in real‑time communication and conversational AI solutions. With a mission to empower developers and businesses to create seamless, interactive experiences, we blend cutting‑edge WebRTC, cloud recording, and AI‑driven voice technologies into a single, developer‑friendly platform. Our products are used by startups, enterprises, and public‑sector organizations worldwide to build video conferencing, live streaming, and AI‑powered chatbots that feel natural and responsive.

Why Join brighthush?

At brighthush, you’ll be at the forefront of the next wave of digital interaction. We’re building the infrastructure that powers everything from virtual classrooms to global customer support centers. As a Senior Customer Success Engineer, you’ll not only solve complex technical challenges but also shape how developers integrate our platform into their products. You’ll work in a fast‑paced, international environment, collaborate with world‑class engineers, and have the chance to influence product direction through real‑time feedback.

About the Role

We’re looking for a passionate, technically‑savvy engineer who thrives on troubleshooting, loves engaging with developers, and is excited by the convergence of real‑time communication and AI. In this role, you’ll go beyond traditional support: you’ll guide customers through integration best practices, design solutions that meet their use cases, and champion our Conversational AI capabilities in local communities.

Key Responsibilities

• Customer Technical Support – Provide first‑line technical assistance to developers integrating brighthush SDKs (RTC, Signaling, Cloud Recording, Conversational AI, etc.).
• Diagnose and resolve issues related to audio/video quality, network performance, and platform‑specific behaviors across iOS, Android, Web, Windows, and macOS.
• Analyze logs, build reproduction demos, and identify root causes to deliver actionable insights.
• Collaborate with engineering to triage, prioritize, and track product bugs and feature requests.
• Document technical solutions, write integration guides, and publish best‑practice recommendations.
• Support customers through ticketing systems, live chat, and real‑time troubleshooting sessions.
• Act as a technical advocate, feeding back recurring issues and feature ideas to product teams.

AI & Developer Ecosystem Engagement

• Actively participate in local developer communities (meetups, hackathons, university events) to promote brighthush’s real‑time and AI solutions.
• Collaborate with internal teams to organize and support developer events, workshops, and tech talks focused on our RTC and Conversational AI stack.
• Share insights on AI + real‑time communication trends, use cases, and best practices with the community.
• Bridge feedback from developers and community members back to engineering and product teams.

Essential Qualifications

• Technical Expertise – Deep understanding of networking fundamentals (TCP/UDP, NAT, firewall) and experience with at least one platform: iOS, Android, Web (JavaScript/WebRTC), or backend (Node.js, Java, Python, Go).
• Proficiency in reading logs, debugging SDK/API integrations, and reproducing technical issues.
• Ability to build small demos or scripts to validate technical scenarios.
• Strong interest in Large Language Models (LLMs) and modern AI application development, including prompt engineering, RAG, and agent patterns.
• Excellent communication skills in English, capable of explaining complex technical topics clearly and engagingly.
• Passion for learning new technologies, especially in the AI space.
• Proactive attitude, strong sense of ownership, and curiosity.

Preferred (Nice to Have)

• Experience in Developer Support, Solutions Engineering, or Developer Advocacy.
• Public speaking experience (meetups, workshops, tech talks, webinars).
• Hands‑on experience with AI‑related technologies such as speech‑to‑text, text‑to‑speech, or conversational AI systems.
• Familiarity with cloud platforms (AWS, GCP, Azure).
• Understanding of audio/video media concepts (codec, bitrate, jitter, latency).

Skills & Competencies

• Technical troubleshooting and root‑cause analysis.
• Strong analytical and problem‑solving skills.
• Effective written and verbal communication.
• Community engagement and public speaking.
• Adaptability in a fast‑moving, global environment.

Career Growth & Learning Opportunities

At brighthush, we believe in continuous learning. You’ll have access to:

• Regular training on the latest WebRTC, cloud, and AI technologies.
• Mentorship from senior engineers and product leaders.
• Opportunities to transition into solutions engineering, product management, or developer advocacy roles.
• Conferences, hackathons, and community events where you can showcase your expertise.

Work Environment & Culture

Our culture is built on transparency, collaboration, and a shared passion for innovation. You’ll work remotely from Mexico City, but you’ll be part of a global team that values:

• Open communication across time zones.
• Inclusive decision‑making and diverse perspectives.
• Work‑life balance, with flexible hours and generous vacation policies.
• Recognition of individual contributions through performance bonuses and spot awards.

Compensation & Benefits

While specific figures vary by experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for senior engineers in Mexico.
• Performance‑based bonuses and equity options.
• Health, dental, and vision insurance.
• Remote work stipend and equipment allowance.
• Professional development budget for courses, certifications, and conference attendance.
• Annual wellness stipend and mental‑health resources.

How to Apply

If you’re ready to bring your technical expertise, community spirit, and AI enthusiasm to a company that’s shaping the future of real‑time communication, we’d love to hear from you. Submit your application through our careers portal and let’s build the next generation of interactive experiences together.