Senior Customer Support Engineer – AI Translation Platform – Remote (Pacific/Mountain Time) – Empower Global Communication

About brighthush

At brighthush, we’re redefining how the world communicates by harnessing the power of artificial intelligence to break down language barriers. Our mission is simple yet ambitious: make information accessible to everyone, regardless of the language they speak. By blending cutting‑edge AI, machine translation, and human‑in‑the‑loop expertise, we deliver translations that are faster, more accurate, and more cost‑effective than ever before—all while preserving brand voice, tone, and quality.

We serve a diverse portfolio of global enterprises, from technology giants to defense organizations, and we’re backed by leading investors who share our vision for a more connected world. Our culture is built on five core virtues: Work together, win together; Find a way or make one; Dance in the customer’s shoes; Be quicker than they expect; and Quality is Job 1. These principles guide every decision we make and every interaction we have with our customers, teammates, and partners.

brighthush is a category‑defining company in a $50B+ global translation market that is being reshaped by AI. We’re proud to be recognized in industry rankings, to hold numerous patents, and to be featured in top software publications. Our founders, both seasoned researchers in language technology, bring a deep understanding of the challenges and opportunities in enterprise translation. Their experience at leading tech firms and their passion for making information universally accessible laid the foundation for brighthush’s innovative platform.

Why Join brighthush?

• Impactful Work – Your contributions will directly influence how millions of users around the world access and understand content.
• Remote Flexibility – Work from anywhere while staying connected with a distributed, high‑performing team.
• Growth & Learning – Access to cutting‑edge AI research, mentorship from industry experts, and a culture that encourages continuous learning.
• Diverse & Inclusive Environment – We celebrate differences and foster a workplace where everyone can thrive.
• Competitive Compensation & Perks – We offer a comprehensive benefits package, including health, dental, vision, 401(k) matching, generous paid time off, and more.

Key Responsibilities

As a Customer Support Engineer at brighthush, you will be the first line of support for our platform users, ensuring they get the most out of our AI‑powered translation tools. Your role will blend technical troubleshooting, customer advocacy, and cross‑functional collaboration.

• Platform Support – Assist linguists and platform customers with day‑to‑day questions, such as running translation jobs, uploading and processing files, and navigating the brighthush interface.
• Customer Calls – Participate in weekly customer calls and ad‑hoc sessions, clearly explaining technical issues and guiding users toward resolution.
• Bug Triage & Escalation – Investigate reported errors, reproduce bugs, document findings, and prioritize issues for the Engineering team. Communicate feature requests to Product to drive platform improvements.
• Queue Management – Handle incoming support tickets in a timely manner, meet SLA targets, and keep customers informed throughout the resolution process.
• Product Enhancement Advocacy – Capture frequent pain points and feature suggestions from customers, translating them into actionable insights for product development.

Essential Qualifications

We’re looking for a curious, detail‑oriented professional who thrives in a fast‑moving, tech‑heavy environment.

• 1–3 years of experience in customer support, technical support, localization support, or a similar customer‑facing role.
• Comfortable working with technical products and learning new tools quickly.
• Strong written and verbal communication skills, enabling you to explain complex technical issues to both end users and technical administrators.
• Analytical mindset: you dig into problems methodically and know when to elevate issues.
• Proficiency in SQL and database management.
• Experience with Google Cloud Platform (GCP).
• Hands‑on knowledge of REST APIs.
• Understanding of authentication and single sign‑on (SSO) troubleshooting.

Preferred Qualifications

• Familiarity with browser network and debugging tools.
• Experience using Datadog for monitoring and alerting.
• Knowledge of GitHub and version control workflows.
• Comfort with Yarn or similar package managers.
• Bachelor’s degree or equivalent experience; degrees in Computer Science, Linguistics, or related fields are a plus but not required.

Skills & Competencies

• Technical Proficiency – Ability to navigate cloud environments, query databases, and work with APIs.
• Customer‑Centric Mindset – Empathy for users, a passion for solving problems, and a commitment to delivering exceptional service.
• Collaboration & Communication – Work effectively with engineering, product, and linguistics teams to drive solutions.
• Time Management – Prioritize tickets, manage multiple tasks, and meet deadlines in a remote setting.
• Continuous Improvement – Identify process gaps, propose enhancements, and champion best practices.

Career Growth & Learning Opportunities

At brighthush, your career path is shaped by your interests and performance. As a Customer Support Engineer, you’ll have the chance to:

• Progress to a Senior Support Engineer or Technical Account Manager role, taking on larger, more complex customer engagements.
• Transition into product or engineering teams, leveraging your deep customer insights to influence platform design.
• Lead initiatives to improve support processes, such as automating ticket triage or developing knowledge‑base content.
• Participate in AI research workshops, hackathons, and cross‑functional projects that push the boundaries of translation technology.
• Receive mentorship from senior leaders and access to internal learning resources, including certifications in cloud platforms, database management, and AI fundamentals.

Work Environment & Culture

brighthush is a fully remote, distributed organization that values flexibility, autonomy, and collaboration. Our teams meet daily via video calls, share knowledge through internal wikis, and celebrate successes with virtual happy hours. We encourage a healthy work‑life balance, offering flexible hours and generous paid time off. Our culture is built on transparency, continuous feedback, and a shared commitment to quality.

Compensation & Benefits

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

• Base salary aligned with market rates for remote tech support roles.
• Performance‑based bonuses tied to customer satisfaction and platform uptime.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match.
• Unlimited paid time off and flexible work hours.
• Professional development stipend and access to industry conferences.
• Employee stock options, giving you a stake in the company’s growth.

How to Apply

Ready to join a team that’s changing the way the world communicates? Click the link below to submit your application and become part of brighthush’s journey to make information universally accessible.