Senior Network Customer Support Engineer – Precision Localization & Global Network Operations at brighthush

About brighthush

brighthush is at the forefront of the precision location revolution, building a unified platform that powers autonomy, safety, and efficiency across robotics, transportation, and industrial automation. Our mission is to deliver a seamless, real‑time positioning experience that enables customers to navigate complex environments with confidence. With a culture that prizes speed, ownership, and relentless improvement, we empower our teams to solve the toughest challenges in the world of global positioning and network reliability.

Why Join brighthush?

At brighthush, you’ll be part of a high‑performance, cross‑functional team that moves fast, thinks globally, and delivers tangible impact. We believe in extreme speed and efficiency of effort, giving you the autonomy to own projects, experiment, and iterate. Our people thrive on continuous learning, mentorship, and the opportunity to grow from within. If you’re passionate about technology, customer success, and building scalable systems, brighthush offers the perfect environment to accelerate your career.

Role Overview

As a Network Customer Support Engineer, you will be the linchpin between our customers and the reliability of brighthush’s correction network. This player‑coach role blends hands‑on technical troubleshooting with the design and execution of operational systems that keep our network running flawlessly at scale. You will own the end‑to‑end customer experience, from incident response to proactive monitoring, and drive continuous improvement across the entire support lifecycle.

Key Responsibilities

• Customer Experience Ownership – Collaborate with Network Operations to understand incidents that affect customers, identify emerging issues, and work with engineering and manufacturing to resolve root causes.
• High‑Quality Technical Support – Serve as the liaison between Engineering, Network Operations, Field Application Engineers (FAEs), and Field Development Engineers (FDEs). Personally manage high‑impact or technically complex support cases, ensuring clear, confident communication throughout investigations.
• Scalable Operations & Support Foundations – Design and implement systems that enable both network operations and customer support to scale. Define ticket taxonomies, operational metrics, and automation tools to reduce manual effort and improve efficiency.
• Operational Insight & Reporting – Analyze support tickets, network events, and operational data to surface patterns, translate insights into actionable product improvements, and create lightweight reports for leadership.
• Visibility & Feedback Loops – Establish metrics that capture customer experience, implement structured feedback mechanisms, and use data to drive continuous improvement.
• Team Coaching & Development – Act as a player‑coach, mentoring junior support engineers on troubleshooting methodology, operational awareness, and customer communication. Set clear expectations for technical depth, ownership, and responsiveness.

Immediate Areas of Focus

• Own the customer experience of our correction network.
• Identify and address potential customer‑facing issues before they impact users.
• Collaborate with engineering and manufacturing to resolve emerging issues.
• Contribute to the development of metrics, dashboards, and tooling for targeted resolution.
• Partner closely with FAEs, Product, and Engineering to diagnose and close the loop with customers.
• Design and implement scalable operational systems and automation.
• Translate operational signals into actionable insights for product and engineering.
• Establish mechanisms to collect structured customer feedback without noise.
• Coach and mentor support engineers to raise the operational bar.

Essential Qualifications

• Fluency in at least two European languages in addition to English.
• Proven experience in a player‑coach technical operations or support role, owning both hands‑on troubleshooting and operational systems.
• Strong technical background in GPS/GNSS, precise localization, geospatial infrastructure, or closely related domains such as robotics, autonomy, or embedded systems.
• Experience operating or supporting distributed infrastructure or network‑based systems.
• Demonstrated ability to build or significantly improve monitoring, alerting, and operational processes.
• Proven track record of troubleshooting complex technical systems and working directly with customers.
• Experience conducting incident response and root‑cause analysis.
• Ability to define metrics, processes, and documentation without over‑engineering.
• Comfort working cross‑functionally with Engineering, Product, and Go‑to‑Market teams in a fast‑moving environment.
• Bias toward ownership, operational excellence, and continuous improvement.

Preferred Qualifications

• Experience in the autonomous vehicle or robotics industry.
• Knowledge of cloud‑native monitoring tools (Prometheus, Grafana, Datadog).
• Familiarity with incident‑management platforms (PagerDuty, Opsgenie).
• Background in data analysis and visualization.
• Experience with scripting languages (Python, Bash) for automation.

Skills & Competencies

• Exceptional problem‑solving and analytical skills.
• Strong communication and stakeholder management.
• Customer‑centric mindset with a passion for delivering high‑quality support.
• Ability to thrive in a fast‑paced, high‑growth environment.
• Proactive attitude toward identifying and mitigating risks.
• Adaptability to changing priorities and evolving technology landscapes.

Career Growth & Learning Opportunities

At brighthush, we champion internal promotion and continuous learning. As you master the support function, you’ll have the chance to transition into roles such as Network Operations Lead, Product Support Manager, or even Engineering Manager. We provide access to industry conferences, advanced training courses, and a mentorship program that pairs you with senior leaders across the organization. Your growth is measured by the impact you deliver, the skills you acquire, and the value you add to our customers and the broader brighthush ecosystem.

Work Environment & Culture

brighthush’s culture is built on five core behaviors that drive high output and collaboration:

• Trust / Assume Best Intent – We move fast by trusting each other and focusing on action.
• High Output, Action Oriented – A default “yes” attitude fuels rapid delivery.
• Divine Discontent – We constantly challenge the status quo and seek real‑time feedback.
• No Ego, One Team – Collaboration without ego creates leverage and speeds progress.
• Self Accountability – Ownership is the fastest path to learning and improvement.

Our operating principles reinforce this culture: Edge Innovation, No Hierarchies, and Customer Experience First. We empower teams to experiment, decide, and move quickly, flattening layers to maximize autonomy and customer focus.

Compensation, Perks & Benefits

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

• Base salary aligned with market standards for senior support engineers in Zurich, Paris, and Munich.
• Performance‑based bonuses and equity options that reward long‑term value creation.
• Comprehensive health, dental, and vision insurance.
• Flexible work arrangements, including remote options and flexible hours.
• Generous paid time off and a culture that encourages work‑life Apply for this job