Senior Customer Support Engineer – AI‑Powered Healthcare Solutions, Technical Troubleshooting, Product Reliability, and Clinical Impact Champion

About brighthush

At brighthush, we are rewriting the narrative of modern medicine. Our mission is to keep care continuous, deeply human, and powered by intelligent technology. In the last 18 months, we have reclaimed more than 18 million hours for clinicians, supported 73 million patient visits across 116 countries, and now power over two million patient visits each week worldwide. With robust venture backing, we are expanding across the US, UK, Canada, and Europe, partnering with leading health systems and thousands of clinicians. Join us as we build the next decade of healthcare, not just the next quarter.

Role Overview

As a Senior Customer Support Engineer at brighthush, you will be the technical bridge between our AI‑powered platform and the clinicians who rely on it daily. Your deep technical expertise will diagnose, resolve, and prevent complex issues, ensuring product reliability and fostering trust in high‑stakes clinical environments. You’ll own technical incidents from first contact to resolution, collaborate closely with engineering and product teams, and drive continuous improvement in our tooling, processes, and systems. Your work will directly impact patient care, clinician satisfaction, and the long‑term success of brighthush.

Key Responsibilities

• Serve as the primary escalation point for complex or high‑impact technical issues raised by clinicians and internal stakeholders.
• Develop deep product expertise, mastering how brighthush operates and how clinicians use it in real‑world settings.
• Deliver exceptional technical support: understand customer needs, communicate clearly, and resolve issues accurately and efficiently.
• Perform in‑depth analysis and debugging of complex technical problems, applying sound judgment and meticulous care in high‑trust healthcare environments.
• Own customer incidents from initial contact through to resolution, ensuring timely, accurate responses within agreed service levels.
• Collaborate closely with engineering and product teams to reproduce, scope, and resolve complex issues—documenting escalations clearly and aligning them with customer impact.
• Monitor server health, system status, and bug reports; take immediate action to mitigate impact, elevate critical issues, and prevent recurrence.
• Proactively identify systemic or recurring issues and contribute to improvements across tooling, processes, and systems that increase product reliability, support efficiency, and team scalability.
• Lead post‑mortem reviews, translating lessons learned into actionable process improvements.
• Mentor junior support staff, fostering a culture of continuous learning and technical excellence.

Essential Qualifications

• Minimum of 2 years’ experience in a support engineer role, preferably in a fast‑paced, high‑impact environment.
• Proactive mindset with a passion for troubleshooting and problem‑solving in a startup culture.
• Strong analytical skills and the ability to think critically, learn on the fly, and apply knowledge to new challenges.
• Customer‑centric attitude: you thrive on helping users and genuinely enjoy building trust through support.
• Excellent communication skills—questioning, clarifying, empathizing, and explaining technical concepts to non‑technical audiences in a clear, empathetic manner.
• Solid understanding of web development fundamentals, with hands‑on experience in Python, React, Node, FastAPI, and MongoDB.
• Experience with cloud platforms (AWS, GCP, or Azure) and container orchestration (Docker, Kubernetes).
• Strong command of monitoring and observability tools (Prometheus, Grafana, ELK stack).

Preferred Qualifications

• Experience working with AI or machine‑learning products in a clinical or regulated environment.
• Familiarity with HIPAA or other healthcare data compliance standards.
• Background in DevOps or SRE practices, including monitoring, incident response, and root‑cause analysis.
• Previous exposure to agile development cycles and cross‑functional collaboration.
• Knowledge of medical device regulations (FDA, CE) and experience with compliance documentation.

Skills & Competencies

• Technical troubleshooting across front‑end, back‑end, and infrastructure layers.
• Strong debugging tools proficiency (e.g., logging frameworks, tracing, profiling).
• Effective incident management: ticketing, escalation, and post‑mortem documentation.
• Collaboration and influence: working with engineering, product, and clinical teams to drive solutions.
• Adaptability: thriving in a rapidly evolving product landscape.
• Empathy and communication: translating complex technical details into actionable insights for clinicians.
• Project management: coordinating cross‑team initiatives and ensuring timely delivery.

Career Growth & Learning Opportunities

At brighthush, we believe in ownership and growth. As a Senior Customer Support Engineer, you’ll have the chance to:

• Own critical incidents that shape the reliability of our platform.
• Influence product roadmap by providing frontline insights from clinicians.
• Advance into senior support roles, or transition into engineering, product, or operations leadership.
• Participate in continuous learning: receive a $700 per‑year learning budget, access to industry conferences, and internal knowledge‑sharing sessions.
• Earn significant equity—your success directly translates into ownership in brighthush.
• Lead cross‑functional initiatives that span support, engineering, and product, building a reputation as a trusted advisor.

Work Environment & Culture

Live Forever: We build for the next decade of healthcare, setting bold targets and following evidence, even when it’s uncomfortable. Our culture is built on:

• Practice Ownership: Every team member carries the company, raising the bar on hiring and excellence.
• Move Fast, Fix Faster: We ship incremental updates daily, learn from each release, and maintain precision at pace.
• Get Better: We learn from clinicians, bring warmth to our work, and choose clarity over cleverness.
• Inclusive, collaborative, and supportive environment—remote‑friendly with flexible hours.
• Regular hackathons, design sprints, and knowledge‑sharing sessions that keep the team energized.

Compensation & Perks

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

• Competitive base salary aligned with market benchmarks.
• Significant equity stake—your contributions directly impact company value.
• Health, dental, and vision benefits.
• 401(k) plan with a 3% company match.
• Monthly wellness stipend ($100) to support your health and well‑being.
• Annual learning and development budget ($700) for courses, certifications, or conferences.
• Home office setup stipend ($500) to create a productive workspace.
• Recharge days after major project pushes to maintain work‑life balance.
• Flexible remote work policy with optional on‑site collaboration in our hubs.

Why You’ll Flourish at brighthush

If you’re passionate about leveraging technology to improve patient outcomes, thrive in a high‑impact, fast‑paced environment, and want to own the end‑to‑end customer experience, brighthush is the place for you. You’ll join a team that values ownership, continuous learning, and the relentless pursuit of excellence. Your work will directly influence the reliability of a platform that supports clinicians worldwide, ultimately enhancing patient care on a global scale.

How to Apply

Ready to make a difference? Submit your application through our careers portal or send your resume and cover letter to [email protected]. We look forward to exploring how your expertise can help us build the future of healthcare.