Senior Customer Support Engineer – Technical Support & Engineering Lead for Cloud & AI Platform – Championing AI‑Driven Innovation, Customer Success, and Product Reliability at brighthush

Welcome to brighthush – The Vanguard of Web & AI Infrastructure

In a world where digital experiences evolve at lightning speed, brighthush stands at the forefront of the next generation of web and AI infrastructure. We’re not just building tools; we’re crafting the invisible scaffolding that powers tomorrow’s applications, services, and intelligent agents. By fusing cutting‑edge web frameworks, cloud‑native architecture, and AI‑powered SDKs, brighthush enables developers, enterprises, and autonomous systems to design, deploy, and scale applications with unprecedented speed, reliability, and intelligence.

Our flagship product, v0, is a cloud‑first platform that abstracts infrastructure complexity, allowing teams to focus on innovation rather than ops. Coupled with a rich ecosystem of AI SDKs and a world‑class Next.js integration, brighthush is redefining how software is built, extended, and managed by intelligent agents. Trusted by industry leaders and millions of developers worldwide, we are the engine behind a new era where software is not only used but also created and governed by AI.

About the Role: Senior Customer Support Engineer – Technical Support & Engineering Lead

As a Senior Customer Support Engineer at brighthush, you will be the technical bridge between our global customer base and the engineering teams that build and evolve our platform. You will own complex, high‑impact support cases, design and implement tooling that boosts team efficiency, and serve as the domain expert for our flagship product, v0. Your deep technical expertise, coupled with a passion for customer success, will shape the future of our platform and the experience of our worldwide community.

You will report directly to the Manager of Customer Support Engineering and collaborate with cross‑functional teams—including Engineering, Product, Solutions, and Customer Success—to deliver rapid, sustainable solutions. You will also participate in a scheduled on‑call rotation, ensuring that brighthush customers receive world‑class support around the clock.

Key Responsibilities

• Resolve Complex Technical Cases: Tackle the most challenging support tickets, diagnosing root causes and delivering actionable, high‑quality solutions that keep customers productive.
• Collaborate with Engineering: Work side‑by‑side with our engineering teams to reproduce bugs, propose fixes, and validate releases, ensuring that customer pain points are addressed in a timely manner.
• Product & Domain Ownership: Serve as the v0 domain owner within the support organization, providing deep expertise and guidance on feature usage, best practices, and potential improvements.
• Tooling & Automation: Design, develop, and maintain internal scripts, dashboards, and runbooks that streamline support workflows and reduce manual effort.
• Documentation & Knowledge Base: Author and refine runbooks, troubleshooting guides, and internal SOPs, ensuring that both support staff and customers have clear, up‑to‑date resources.
• Customer Success Collaboration: Partner with Customer Success Managers to handle enterprise escalations, providing technical insight and ensuring a seamless handoff.
• Mentorship & Team Leadership: Lead by example, offering mentorship, feedback, and knowledge sharing to junior support engineers and cross‑functional teammates.
• Continuous Improvement: Identify recurring issues, propose systemic fixes, and drive initiatives that reduce incident frequency and improve overall platform reliability.

Essential Qualifications

• Hands‑on Experience with brighthush & v0: You have actively used brighthush’s platform and v0 in production environments, understanding their architecture, capabilities, and common pitfalls.
• Technical Support Background: You have a proven track record in a technical support role, troubleshooting complex customer issues, documenting solutions, and proactively identifying root causes.
• Modern Development & Architecture Expertise: Experience building AI‑powered applications, web services, or production web applications, with the ability to explain these concepts to both technical and non‑technical stakeholders.
• Strong Communication Skills: You can articulate complex technical details clearly in written and verbal form, tailoring your message to diverse audiences.
• Remote Collaboration: Comfortable working with a fully distributed, global team, leveraging collaboration tools and asynchronous communication.
• On‑Call Availability: Willingness to participate in scheduled weekend or holiday on‑call rotations as part of our global coverage model.
• Customer‑Centric Mindset: Passion for delivering a customer experience that is second to none, with a focus on empathy, clarity, and proactive problem‑solving.

Preferred Qualifications & Bonus Skills

• Front‑end development experience (React, Next.js, or similar frameworks) that enhances your ability to troubleshoot UI‑related issues.
• Technical writing experience for public documentation or developer education, enabling you to create clear, engaging content.
• Experience automating workflows using agentic services or low‑code platforms, aligning with brighthush’s mission of agentic infrastructure.
• Knowledge of AI/ML pipelines, LLM integration, or related technologies that can inform support strategies for AI‑centric products.

Skills & Competencies

• Deep understanding of cloud infrastructure, CI/CD pipelines, and container orchestration.
• Proficiency in scripting languages (Python, Bash, JavaScript) and familiarity with version control systems (Git).
• Analytical mindset with the ability to dissect logs, trace requests, and reconstruct failure scenarios.
• Project management skills to prioritize tickets, coordinate with engineering, and track resolution metrics.
• Adaptability to rapidly evolving product features and the ability to learn new technologies quickly.
• Empathy and resilience in high‑pressure support environments, maintaining composure while delivering solutions.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our products. As a Senior Customer Support Engineer, you will:

• Progress to a Lead or Managerial role within the Customer Support Engineering organization, shaping strategy and mentoring the next generation of support engineers.
• Transition into Product Management or Engineering roles, leveraging your deep product knowledge and customer insights.
• Participate in cross‑functional initiatives, such as product roadmap planning, feature validation, and customer advocacy programs.
• Access continuous learning resources, including internal workshops, conference sponsorships, and a generous budget for certifications and courses.

Work Environment & Culture at brighthush

brighthush fosters a culture of innovation, collaboration, and inclusivity. Our hybrid model blends in‑office anchor days (Monday, Tuesday, Friday) for those within commuting distance of our SF, NY, London, or Berlin offices, with a fully remote option for global talent. We value:

• Transparency: Open communication channels and regular all‑hands meetings keep everyone aligned.
• Autonomy: Empowered teams make decisions quickly, focusing on impact rather than process.
• Diversity & Inclusion: A vibrant community where diverse perspectives drive better products and solutions.
• Work‑Life Balance: Flexible schedules, generous PTO, and a supportive environment that respects personal commitments.

Compensation, Perks & Benefits

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

• Base salary commensurate with market rates for senior technical support roles.
• Performance‑based bonuses and equity opportunities that align your success with the company’s growth.
• Comprehensive health, dental, and vision insurance plans for you and your dependents.
• Retirement savings plan with company match.
• Unlimited paid time off (PTO) and flexible work arrangements.
• Professional development stipend and access to industry conferences.
• Wellness programs, including gym memberships, mental health resources, and wellness stipends.
• Regular team‑building events, hackathons, and community outreach initiatives.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven team that is shaping the future of web and AI infrastructure. You’ll work with cutting‑edge technologies, collaborate with world‑class engineers, and have a direct impact on the success of thousands of customers worldwide. If you thrive in a fast‑paced, collaborative environment and are eager to solve complex technical challenges while delivering exceptional customer experiences, brighthush is the place for you.

Ready to Make an Impact?

We’re excited to hear from talented, customer‑focused engineers who are ready to take on new challenges and grow with us. If you’re passionate about building reliable, scalable solutions, mentoring teammates, and driving continuous improvement, we encourage you to apply today and join the brighthush family.