Senior Global Customer Support Engineer – Cloud‑Native Digital Services & Incident Response Lead – Driving Smart Agriculture Innovation at brighthush

About brighthush

brighthush is a trailblazer at the intersection of agriculture and technology. With a heritage that spans over a century in dairy production, we have evolved into a leading agri‑tech company that harnesses cloud computing, Internet of Things (IoT), and advanced data analytics to empower farmers worldwide. Our mission is simple yet profound: to transform traditional farms into intelligent, data‑driven ecosystems that increase productivity, safeguard animal welfare, and champion sustainability. By delivering seamless, cloud‑connected digital services, we enable real‑time decision making, predictive maintenance, and precision farming at scale.

Why Join brighthush?

When you become part of brighthush, you step into a global community that is reshaping the future of agriculture. We cultivate a culture that prizes curiosity, collaboration, and continuous learning. Whether you are a seasoned engineer or a fresh graduate, you will discover:

• Hands‑on experience with industry‑leading cloud platforms, edge devices, and advanced analytics.
• A fully remote work model that respects your work‑life balance and offers flexible hours.
• Mentorship from senior engineers, product leaders, and industry experts who are passionate about innovation.
• A transparent, inclusive workplace where every voice is heard and valued.
• Access to industry conferences, certifications, and internal training programs that accelerate your career.

About the Role

As a Senior Global Customer Support Engineer, you will be the first line of defense for our cloud‑native digital services. Your daily responsibilities will center on incident management, technical support, and continuous improvement of our support processes. You will collaborate with cross‑functional teams across multiple time zones, ensuring that our customers receive timely, high‑quality assistance that keeps their farms running smoothly.

Key Responsibilities

• Incident Management: Monitor, triage, and resolve incidents using our incident management platform. Prioritize tickets, coordinate with engineering, and ensure timely resolution to meet SLA targets.
• Technical Support: Provide remote and onsite assistance to field technicians and internal stakeholders. Validate system performance, troubleshoot complex issues, and document solutions in a clear, concise manner.
• Root Cause Analysis: Investigate recurring incidents, identify underlying causes, and collaborate with product and engineering teams to implement preventive measures.
• Knowledge Management: Author and maintain knowledge base articles, support playbooks, and best‑practice guides to empower the broader support community.
• Global Collaboration: Work closely with colleagues across multiple time zones, cultures, and disciplines. Participate in handovers, joint investigations, and continuous improvement initiatives.
• Process Improvement: Contribute to the evolution of support workflows, tooling, and automation to enhance efficiency and customer satisfaction.
• Customer Advocacy: Serve as the voice of the customer within brighthush, translating field feedback into product enhancements and service improvements.
• Metrics & Reporting: Track key performance indicators (KPIs) such as ticket volume, resolution time, and customer satisfaction scores. Present insights to leadership and recommend actions.

Essential Qualifications

• Bachelor’s degree in Systems Engineering, Telecommunications, Computer Science, Information Technology, Electronics, Mechatronics, or a related technical field.
• Minimum of 5 years of experience in Technical Support, Incident Management, DevOps, or System Monitoring roles.
• Strong analytical and troubleshooting skills, with the ability to diagnose complex technical problems.
• Proficiency in cloud services (AWS, Azure, GCP), networking concepts, and monitoring tools (Prometheus, Grafana, Datadog).
• Excellent written and verbal communication in both English and Chinese.
• Self‑motivated, independent, and comfortable working in a fully remote environment.
• Strong customer‑centric mindset and a passion for delivering exceptional service.
• Experience with incident response frameworks (ITIL, DevOps SRE practices) and ticketing systems (ServiceNow, Jira Service Management).

Preferred Qualifications

• Experience with brighthush’s digital platforms and cloud‑native architecture.
• Familiarity with incident management tools such as ticketing systems, monitoring dashboards, and collaboration platforms.
• Exposure to DevOps practices, CI/CD pipelines, and automation frameworks (Ansible, Terraform, Jenkins).
• Knowledge of the dairy industry, including farm operations and equipment.
• Additional language skills beyond English and Chinese.
• Certifications in cloud platforms (AWS Certified Solutions Architect, Azure Administrator, GCP Professional Cloud Architect).

Core Skills & Competencies

• Technical Proficiency: Ability to navigate complex system architectures, interpret logs, and use diagnostic tools.
• Problem‑Solving: Structured approach to root cause analysis and creative solutions for recurring issues.
• Communication: Clear, concise, and empathetic communication with technical and non‑technical stakeholders.
• Collaboration: Proven track record of working effectively in cross‑functional, multicultural teams.
• Adaptability: Comfortable with rapid change, new technologies, and evolving processes.
• Time Management: Prioritize tasks, manage multiple incidents simultaneously, and meet SLAs.
• Leadership: Ability to mentor junior engineers and lead incident response teams.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to be as dynamic as the industry we serve. You will:

• Gain hands‑on experience with cloud platforms, IoT devices, and data analytics.
• Participate in mentorship programs with senior engineers and product leaders.
• Attend internal and external training sessions, certifications, and conferences.
• Progress into specialized roles such as Incident Response Lead, Product Support Manager, or Cloud Solutions Architect.
• Contribute to open‑source projects and industry standards that shape the future of dairy technology.
• Lead cross‑functional initiatives that drive product innovation and customer success.

Work Environment & Culture

brighthush champions a culture of inclusivity, transparency, and innovation. Key highlights include:

• Fully remote work model with flexible hours to support a healthy work‑life balance.
• Regular virtual team gatherings, hackathons, and cross‑departmental knowledge sharing.
• Access to state‑of‑the‑art tools and resources for remote collaboration.
• Commitment to diversity, equity, and inclusion across all levels of the organization.
• Recognition programs that celebrate achievements, milestones, and creative problem solving.
• Community outreach initiatives that support local farming communities and sustainability projects.

Compensation & Benefits

While specific packages are tailored to individual experience and location, brighthush offers a competitive total rewards package that typically includes:

• Base salary aligned with industry standards for remote roles in China.
• Performance‑based bonuses and incentive programs.
• Health, dental, and vision insurance coverage.
• Professional development stipend and reimbursement for certifications.
• Paid time off, public holidays, and flexible vacation policies.
• Employee wellness programs, including mental health support and fitness allowances.
• Equity or stock‑option opportunities for long‑term employees.
• Access to a global network of experts, partners, and industry events.

Travel & Onboarding

Initial onboarding will involve a brief onsite visit to our headquarters in Tianjin to meet key stakeholders and receive hands‑on training. Subsequent travel will be limited to occasional customer visits, training sessions, and team meetings, ensuring a balanced remote experience.

How to Apply

Ready to shape the future of dairy technology? Submit your application through our talent community portal. We look forward to learning how your skills and passion align with brighthush’s mission.

Join brighthush Today

Be part of a high‑performing team that delivers reliable, innovative digital services to farmers worldwide. Your expertise will directly influence the stability and success of our cloud‑connected solutions, helping farmers achieve greater efficiency and sustainability.