Senior Customer Success & Technical Support Engineer – Remote, Part‑Time, US Business Hours – AI‑Driven Consumer Goods Platform Training & Enablement Specialist at brighthush

About brighthush – Pioneering AI‑Powered Consumer Goods Solutions

At brighthush, we’re not just building a platform; we’re reshaping the entire consumer goods ecosystem. By weaving artificial intelligence into every layer of Integrated Business Planning (IBP), we transform raw, siloed data into crystal‑clear insights that empower brands to forecast demand with unmatched precision, fine‑tune inventory, and slash waste—all while accelerating sustainable growth. Our mission is simple: give every consumer goods company the tools to thrive in a data‑driven world.

Why You’ll Love Working at brighthush

As a remote, part‑time Customer Success & Technical Support Engineer, you’ll experience:

• Flexibility: Work from anywhere in the United States while aligning with our core business hours.
• Impact: Your day‑to‑day work directly influences how our customers adopt and benefit from our AI solutions.
• Growth: Clear pathways to transition into full‑time roles, product management, or technical leadership as you build expertise.
• Culture: A collaborative, inclusive environment where every voice is heard and every idea is valued.
• Innovation: Access to cutting‑edge tools, data science resources, and a vibrant community of AI enthusiasts.

Role Overview

We’re seeking a highly motivated, technically savvy engineer to serve as the first line of support for our customers. In this role, you’ll provide timely, accurate assistance while driving adoption of our AI platform through training, documentation, and proactive engagement. You’ll be the bridge between our product team and the end‑user, ensuring that every interaction leaves a lasting positive impression.

Key Responsibilities

• Customer Training & Enablement: Conduct live onboarding sessions, webinars, and Q&A workshops to help customers understand and maximize the value of our AI platform. Create engaging, interactive learning experiences that cater to both technical and non‑technical audiences.
• Support Desk Management: Serve as the primary point of contact for support tickets, ensuring timely resolution and high customer satisfaction scores. Prioritize tickets based on severity and impact, and maintain a clear communication channel with customers.
• Technical Troubleshooting: Reproduce bugs, analyze logs, and collaborate with engineering to identify root causes and deliver fixes. Use diagnostic tools to isolate issues and provide actionable solutions.
• Documentation & Knowledge Base: Author and maintain user guides, FAQs, and troubleshooting articles that empower customers to solve common issues independently. Keep content up‑to‑date with the latest product releases and feature enhancements.
• Escalation & Collaboration: Exercise sound judgment in escalating complex issues to senior engineers or product managers, and provide clear, actionable updates to customers. Foster a culture of transparency and continuous improvement.
• Process Improvement: Identify recurring pain points and propose enhancements to support workflows, ticket triage, and knowledge‑base content. Champion best practices that streamline operations and elevate customer experience.
• Metrics & Reporting: Track key performance indicators such as ticket volume, resolution time, and customer satisfaction, and present insights to leadership. Use data to drive decisions and showcase the impact of your work.

Essential Qualifications

• Communication Excellence: Excellent written and verbal communication skills in English, with the ability to translate complex technical concepts into clear, actionable guidance.
• Presentation Skills: Comfortable delivering live sessions and presentations to diverse audiences, including executives, product managers, and technical teams.
• Technical Fluency: Strong ability to reproduce bugs, troubleshoot authentication flows (SSO/MFA), and navigate cloud environments.
• Ticketing Experience: Experience using ticketing systems, preferably brighthush, with a disciplined approach to ticket management, documentation, and escalation.
• Self‑Motivation: Proactive, self‑driven, and able to work independently in a remote setting while maintaining high productivity and accountability.

Preferred Qualifications

• Prior experience in a customer‑facing technical role (support, success, or engineering).
• Familiarity with AI or data‑analytics platforms and the ability to explain their value proposition to non‑technical stakeholders.
• Experience creating training materials, video tutorials, or interactive demos that enhance learning outcomes.
• Knowledge of cloud services (AWS, Azure, GCP) and API integrations, with a solid understanding of RESTful architecture.
• Background in troubleshooting authentication protocols (OAuth, SAML, OpenID Connect) and securing data pipelines.

Required Skills & Tools

• Proficiency with brighthush ticketing, workflow, and reporting tools.
• Strong command of troubleshooting utilities such as Wireshark, Postman, and log analyzers.
• Familiarity with brighthush Cloud Platforms and containerization (Docker, Kubernetes).
• Experience with scripting languages (Python, Bash) for automation and data extraction.
• Proficiency in brighthush Office Suite and collaboration tools (Slack, Teams, Zoom).

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a part‑time engineer, you’ll have access to:

• Mentorship from senior engineers and product managers who are passionate about nurturing talent.
• Regular knowledge‑sharing sessions on AI, data science, and industry trends, delivered by internal experts and external thought leaders.
• Opportunities to contribute to product roadmaps and feature prioritization, giving you a voice in shaping the future of our platform.
• Clear pathways to transition into full‑time roles, product ownership, or technical leadership, supported by structured career ladders.
• Support for certifications in cloud technologies, AI, and customer success frameworks, including sponsorship for exam fees and study resources.

Work Environment & Culture

Our remote‑first culture is built on trust, transparency, and a shared commitment to excellence. You’ll find:

• Daily stand‑ups and weekly syncs to keep everyone aligned and foster real‑time collaboration.
• A culture that celebrates experimentation, learning from failure, and celebrating wins—both big and small.
• Inclusive decision‑making processes that value diverse perspectives and encourage open dialogue.
• Regular virtual team‑building events, hackathons, and community meetups that strengthen bonds across geographic boundaries.
• A focus on work‑life balance, with flexible scheduling and a results‑oriented mindset that prioritizes outcomes over hours.

Compensation, Perks, and Benefits

While the exact compensation will be discussed during the interview process, you can expect:

• Competitive hourly rates aligned with industry standards for part‑time technical support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and ticket resolution efficiency.
• Access to a comprehensive benefits package, including health, dental, and vision coverage for full‑time employees, with options for part‑time pro‑rate.
• Paid time off, holidays, and a flexible work schedule that respects personal commitments.
• Subscription to brighthush Learning Platforms (LinkedIn Learning, Coursera, Udacity) and access to internal training resources.
• Opportunity to work with cutting‑edge AI tools, data analytics platforms, and brighthush Cloud Services, keeping your skill set at the forefront of technology.

How to Apply

If you’re passionate about leveraging AI to solve real‑world business challenges and thrive in a fast‑paced, remote environment, we’d love to hear from you. Submit your resume, a brief cover letter highlighting your relevant experience, and any portfolio pieces or links to previous training materials you’ve created.

Join brighthush and help shape the future of consumer goods through intelligent, data‑driven solutions.