Senior Enterprise AI & Data Platform Customer Success Engineer – Global Remote Champion of Technical Troubleshooting, Product Feedback, AI Innovation, and Customer Advocacy at brighthush

About brighthush

brighthush is more than a technology company; it is a movement that is redefining how enterprises harness artificial intelligence to drive real, auditable decisions. By marrying cutting‑edge large language models with relational knowledge graphs and proprietary neuro‑symbolic reasoners, we deliver trustworthy decision intelligence that understands the nuances of business operations. Our platform empowers organizations to reason across their data, uncover hidden insights, and make decisions that are both accurate and auditable.

Our global team is a mosaic of engineers, data scientists, product thinkers, and customer success champions. We thrive on curiosity, embrace complexity, and are driven by a shared mission: to build AI that is explainable, aligned, and grounded in real‑world context. If you are passionate about pushing the boundaries of what AI can do for enterprises, brighthush is the place where your curiosity will be nurtured and your impact will be felt.

Why Join brighthush?

• Fully remote, distributed organization – work from anywhere in the world.
• Competitive salary, equity, and a comprehensive benefits package that includes health, dental, vision, and mental‑health support.
• Open paid time off, flexible schedules, and recharge weeks to maintain a healthy work‑life balance.
• Learning stipend and access to cutting‑edge training resources, conferences, and certifications.
• Transparent, inclusive culture that values curiosity, excellence, and measurable impact.
• Regular virtual and in‑person team offsites, global events, and knowledge‑sharing sessions such as fireside chats and stand‑ups.
• Opportunity to shape the future of enterprise AI and be part of a high‑growth, mission‑driven organization.

Position Overview

As a Senior Enterprise AI & Data Platform Customer Success Engineer at brighthush, you will be the linchpin of our Customer Success organization. Your mission is to ensure that every customer, from early adopters to large enterprises, receives the highest level of support and satisfaction. You will dive deep into technical troubleshooting, collaborate with cross‑functional teams, and act as a subject‑matter expert who continuously refines both our products and support processes. In essence, you will be the bridge that connects our customers to the transformative technology that powers their operations.

Key Responsibilities

• Ticket Ownership: Own the end‑to‑end resolution of customer support tickets, from triage to final resolution, ensuring timely and effective communication.
• Product Mastery: Develop a comprehensive understanding of brighthush products, internal support workflows, and customer environments within the first 90 days.
• Subject‑Matter Expertise: Serve as a subject‑matter expert in specific product areas, providing guidance to Field Engineering and Product Engineering teams.
• Cross‑Functional Collaboration: Collaborate closely with Sales, Product Management, and Engineering to identify root causes, propose fixes, and drive product enhancements.
• AI‑Powered Troubleshooting: Leverage AI agents and automation tools to accelerate troubleshooting and recommend code optimizations for customers.
• Documentation & Knowledge Base: Maintain and improve support documentation, knowledge bases, and best‑practice guides.
• On‑Call & Off‑Hour Support: Participate in on‑call rotations and occasional off‑hour support as required.
• Customer Advisory: Advise customers on best practices for integrating brighthush technology into their architecture, including relational and graph database environments.
• Proactive Engagement: Provide proactive insights and recommendations to customers via email, phone, remote conferencing, and in‑person engagements.
• Metrics & Reporting: Track and report on key support metrics such as ticket volume, resolution time, and customer satisfaction scores.
• Mentorship: Mentor junior support staff, fostering a culture of continuous learning and knowledge sharing.
• Tool Development: Contribute to the design and rollout of new support tools, ensuring they align with the evolving needs of our customers.

Essential Qualifications

• 5+ years of experience in a technical customer‑facing support role, preferably in AI, data platforms, or enterprise software.
• B.S. or M.S. in Computer Science, Engineering, or a related technical field (strongly considered).
• Proven ability to troubleshoot complex technical issues using logs, stack traces, error messages, and sample code.
• Hands‑on experience with database technologies, including relational and graph databases.
• Proficiency in Python, SQL, and at least one other programming language.
• Experience working with cloud platforms and data warehouses.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non‑technical stakeholders.
• Strong ownership mindset, taking responsibility for customer problems and driving them to resolution.
• Comfortable with on‑call duties and occasional off‑hour support.
• Passion for solving customer problems and a genuine curiosity to learn new technologies quickly.
• Experience with AI or machine‑learning platforms, especially large language models.
• Knowledge of neuro/symbolic reasoning or relational knowledge graph concepts.

Preferred Qualifications

• Familiarity with support tools such as Zendesk, Freshdesk, or similar platforms.
• Background in customer success or account management within a technical environment.
• Experience mentoring junior support staff or leading process improvement initiatives.
• Certifications in cloud, AI, or data engineering.
• Experience with API integration and SDK usage for enterprise clients.

Core Competencies & Skills

• Technical troubleshooting and root‑cause analysis.
• Customer‑centric mindset and empathy.
• Strong collaboration and cross‑functional communication.
• Process improvement and documentation.
• Adaptability to fast‑changing technology landscapes.
• Time management and prioritization of urgent vs. routine tickets.
• Proficiency with AI‑driven support tools and automation.
• Strategic thinking and product insight.
• Data‑driven decision making.

Career Growth & Learning Opportunities

At brighthush, we believe in continuous learning and career advancement. As a Senior Customer Support Engineer, you will:

• Progress into senior support roles, team lead, or product ownership positions.
• Gain exposure to product development cycles, influencing the roadmap based on real‑world customer feedback.
• Participate in mentorship programs and leadership training.
• Attend industry conferences, workshops, and internal knowledge‑sharing sessions.
• Leverage our learning stipend to pursue certifications in cloud, AI, or data engineering.
• Take on cross‑functional projects that span engineering, product, and sales, broadening your skill set.
• Contribute to open‑source initiatives and community events, enhancing your professional network.

Work Environment & Culture

Our culture at brighthush is built on transparency, collaboration, and a shared commitment to excellence. We celebrate diversity and inclusion, fostering an environment where every voice is heard. Our remote‑first approach means you can work from anywhere, but we also host regular virtual and in‑person gatherings to build strong team bonds. You’ll find a community that values curiosity, continuous improvement, and the relentless pursuit of impact.

Key cultural pillars include:

• Transparency: Open communication channels, regular town halls, and shared OKRs.
• Collaboration: Cross‑team hackathons, peer‑review sessions, and shared knowledge bases.
• Impact: Clear metrics that tie individual contributions to company success.
• Growth: Structured career paths, mentorship, and a generous learning stipend.
• Well‑being: Mental‑health resources, flexible schedules, and recharge weeks.

Compensation & Benefits

Base salary range: $140,000 – $160,000 (commensurate with experience). In addition to a competitive base, you will receive:

• Equity in the company.
• Health, dental, and vision insurance.
• Mental‑health support and counseling services.
• Generous paid time off, flexible schedules, and recharge weeks.
• Learning stipend for courses, certifications, and conferences.
• Global benefits package, including relocation assistance if needed.
• Annual performance bonus potential.
• Access to a company‑wide wellness program.

How to Apply

If you are driven by curiosity, thrive in complex technical environments, and want to help shape the future of enterprise AI, we would love to hear from you. Submit your application through our careers portal and join brighthush in building the reasoning layer for the modern enterprise.

Equal Opportunity Statement

brighthush is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, gender identity or expression, marital status, national origin, disability, protected veteran status, race, religion, pregnancy, sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.